Network & Telecommunication Support Analyst IV (Avaya System Manager & Session Manager) - Onsite

Title: Network & Telecommunication Support Analyst IV

Hours: 40 hours: M-F 8:30-5 PM EST. On-call rotation required every 8 weeks.

Location: 5 days per week onsite; ability to work at Tufts Medical Center, Melrose Wakefield Hospital, or Lowell General Hospital depending on candidate preference. May need to travel to our other facilities in Massachusetts include Tufts Medical Center, Lowell General Hospital, and Melrose Wakefield Hospital as needed.
 

This position will focus on migrating our legacy telephone systems to new VOIP infrastructure using the Avaya based platform.

Job Profile Summary 

​This role focuses on the design, development, and implementation of information technology (IT) solutions in order to meet the organization's needs through new and existing applications, systems architecture, network systems and applications infrastructure and the management of the IT infrastructure. In addition, this role focuses on performing the following Network & Telecommunication Support duties: Develops, administers, and tests IT Systems Software, Hardware, and Databases, Data & Voice Networks, Data Processing Operations, End User Technology & Software Support, Conducts cost/benefit analyses for proposed IT projects as input to the organization’s IT roadmap. Provides specific, detailed information for technology selection, implementation, and deployment, and tools for the most efficient solution to meet business needs, including present and future capacity requirements. Typically centralized for design and procurement of services; However, local representatives may be needed for physical support and some Tier 2 support. A professional individual contributor role that may direct the work of other lower level professionals or manage processes and programs. The majority of time is spent overseeing the design, implementation or delivery of processes, programs and policies using specialized knowledge and skills typically acquired through advanced education. A specialist level role that is a recognized subject matter expert in job area typically obtained through advanced education and work experience. Typically manages large projects or processes with limited oversight from manager, coaches, reviews and delegates work to lower level professionals, resolving difficult and often complex problems. 

Job Overview

This position is responsible for implementing and maintaining Avaya back-office infrastructure including System Manager, Session Manager and SBC configurations. Develop new technologies in conjunction with team members to ensure voice/video operations are in line with leading standards. Make network upgrade and configuration recommendations based on performance metrics and capacity planning. Contribute to developing and maintaining framework policies and procedures to ensure that standardized methods and best practices are utilized. Drive resolution of high-severity outages impacting IT infrastructure and provide problem resolution for highly complex infrastructure issues for enterprise infrastructure groups. Participate in establishing metrics, key performance indicators and monitoring of the network and networking components as well as contributing to tool improvements and operational support processes and procedures.

Minimum Qualifications:

1. High school diploma or equivalent.

2. Five (5) years of technical experience in Voice Infrastructure Networking.

Preferred Qualifications:

1. Bachelor’s degree in Information Systems, Computer Science, Electrical Engineering, or a related technical field.

2. Experience with Avaya System Manager / Session Manager 6.2 or higher.

3. Experience with Cisco Software.

4. Experience with Nortel CS1K.

5. Certification in one or more of the following: AWS Connect, CCNA voice (Cisco Certified Network Assoc. Voice), CCVP (Cisco Certified Voice Professional), CCNA Data Center.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Build and maintain the Avaya SIP voice infrastructure across the organization.

2. Maintain and support legacy Nortel CS1K infrastructure.

3. Work closely with the network team on network preparation for Session Initiation Protocol traffic allocation & flow.

4. Create and maintain documentation for use in infrastructure configuration, maintenance, and upgrade planning.

5. Develop and maintain necessary process and technical controls over the Avaya voice infrastructure, to ensure production stability while enabling the efficient and clean migration of new functionality to production.

6. Communicate information about environment activities (refreshes, maintenance windows, upgrades, patches) and enforce proper environment use for build, testing, and training to project team and end users.

7. Lead and oversee the standardization and upgrades for back-office Avaya infrastructure systems and Zoom application across the organization.

8. Lead and oversee the migration and troubleshooting of applications across the voice/video networks.

9. Work with core teams to identify potential outage conditions and resolve them before impact.

10. Troubleshoot outages for fast resolution.

11. Review and revise call flows as required for optimum production.

Physical Requirements:

1. Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.

2. Mental requirements will be intense at times with involvement in many concurrent multi-faceted projects.

3. Manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment

4. Ability to see computer screen, monitoring equipment and reports. 

Skills & Abilities:

1. Knowledge of network topologies and security models in various regulatory environments to include PCI, HIPPA, and other

government protocols.

2. Ability to assess equipment configurations, logs, statistics, and troubleshooting skills.

3. Knowledge in internet protocols, including IPv4 and prefer working knowledge of IPv6 technologies.

4. Knowledge in routing, security and switching equipment with primary focus on Performance, Effective and secure configuration.

5. Broad knowledge of network equipment & products from industry leading manufacturers.

6. Technical aptitude for voice/video/call center applications.

7. Ability to assist in project plan development to include high level task, critical milestones, time lines, budgetary considerations, organized

project development and reliable time frame estimates for task completion.

8. Ability to manage multiple customer priorities at a given time. Ability to prioritize and work with designated support groups as needed.

9. Ability to work independently with general supervision.

10. Knowledge of Windows, MS Office (Outlook, Excel, Word, PowerPoint) SharePoint, and Visio.

11. Ability to be an effective, collaborative team member. Ability to communicate with both application and technical team members.

12. Process and detail oriented. Strong organizational skills.

13. Ability to discern customer requirements, analyze, develop and present solutions.

14. Strong leadership and communication skills.

15. Excellent interpersonal and customer service skills as well as effective writing and verbal skills.

16. Skilled in managing the migration of software and hardware across a large corporation.

17. Skilled in SNMP Management products.

18. Skilled in Voice Over Internet Protocol (VOIP) and Quality of Service (QOS, COS, TOS and DSCP).