Avaya Telephony Support Analyst Jobs (NOW HIRING)

Job Summary

The Network Support Analyst is responsible for maintaining data communications equipment, responding to desktop support inquiries from end-users, and troubleshooting hardware and software problems. The Network Support Analyst provides quick and efficient technical support without disruption to business flow, and assists in the day-to-day needs involving the installation, configuration, operation, and maintenance of Crescent’s systems hardware, software, and networks at Crescent.

Essential Functions

• Provides generalist technology infrastructure support to employees in Crescent’s Los Angeles office
  • Ensures timely and effective user support for Windows, Office, iOS and Android devices.
  • Ensures workstations are set up in a timely manner, including hardware set up, telephones, printers, etc.
  • Ensure laptop and desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, and administrative systems.
• Troubleshoots and resolves end user desktop/laptop issues
  • Handle service requests from management and end-users related to new installations, changes, repairs, and troubleshooting.
• Participates in the configuration, maintenance, support, and repair of Crescent’s networks
  • Ensures Crescent’s networks, servers, audio visual, and communication lines are working effectively
  • Conducts preventative maintenance and troubleshooting to resolve technical problems
  • Monitors to ensure successful processing
  • Maintains inventory of all hardware and software resources
  • Proactively provides patch management and upgrades to ensure the highest level of support and security.
• Successfully partners with vendors and third-party service providers
• May participate in application testing, evaluation, installation, configuration, and support in coordination with service providers as requested
• May participate in projects to implement, test, and design various infrastructure components and applications
• Works with Crescent’s application platforms and performs centralized applications management
  • Manages the application, interface and reporting environment by working closely with other functional areas to review business needs, review reporting requirements, assess current applications functionality, ensure adequate applications solutions are in place throughout the company, in order to meet business objectives and meet regulatory requirements
• Proactively assists in defining the strategic direction for future projects
• Responsible for preventing, detecting, and solving potential and/or actual applications problems
  • Responds to and tracks applications incidents
  • Evaluates, implements, monitors and maintains applications
  • Oversees applications training programs
  • Manages third party risk
• Policies, Procedures, and Controls
  • Responsible for developing, implementing, communicating, updating and documenting companywide applications policies and procedures
  • Responsible for educating and guiding others on standards, principles, methodology, and trends
• Ensures fulfillment of legal and contractual objectives relating to applications
• Provides applications reports and metrics to executive management

Qualifications and Job Requirements

• Bachelor’s degree in the field of Computer Science or related area
• Minimum three years of help-desk experience
• Understanding of Active Directory and Group Policy Objects
• Demonstrates a working knowledge of both hardware and software, servers, TCP/IP networking and related network services, storage systems, and other infrastructure technologies
• Experience in building out, installing, configuring, and monitoring servers and network equipment

• Ability to work collaboratively and build effective relationships with all levels of employees, vendors, and service providers

• Demonstrates effective verbal communication skills with all levels of the organization, as well as the ability to document technical procedures and solutions to issues
• Exercises sound judgment and analytical skills in troubleshooting complex desktop/server support issues
• Able to effectively handle multiple projects simultaneously
• Demonstrates initiative by identifying and escalating issues as necessary
• Familiar with the following technologies:
  • Cisco Firewalls, HP switches, HP servers, powershell scripting, VMware, Citrix, Terminal server, WDS, WSUS, O365, Azure, AWS, Avaya IP telephony, AD, DHCP, DNS, routing

Working Conditions:

• Must be able to lift up to 25 pounds
• The responsibilities of this position may require employees to be on-call and/or work outside normal business hours