VanRan Communications has become a telecommunications industry leader because of our ability to analyze, recommend and implement turnkey, end-to-end communications solutions while minimizing the impact on your business operations. VanRan has been an Authorized Avaya Business Partner since 1992 and an Authorized AT&T Solutions Provider partner since 1995. With our headquarters in Norcross Georgia and our dual NOC/Branch Office in Centennial, Colorado, VanRan is able to provide operational redundancy, including sales staff, project managers, certified technicians, monitoring tools, lab environment and fully-stocked warehouses for our customers nationwide.
This role will require exposure to Avaya voice, data and IP telephony technologies. Expectations are for this individual to have a solid background in unified communications and network routing/switching specific to Avaya. Candidate will exhibit technical skills in areas of TCP/IP, LAN, WAN, QOS, Routing, and Switching. Canditate must possess current Avaya certifications, ideally including CM6, Session Manager and System Manager, AES, Aura Messaging, UC Mobility, and SIP integration. This position offers an individual the ability to work across multiple technologies and a variety of vendor products. Strong communication and interpersonal skills are needed to collaborate well with customers, VanRan employees and business partners. Expectations are to provide remote and occasional on-site support of system hardware & software, network configurations, network troubleshooting, network topology designs and serve as an in house technical escalation point.
Perform Avaya break/fix and MAC work for VanRan Communications customers.
Follow up with customer contacts to ensure satisfactory completion of work.
Log all work time in automated ticketing system.
Daily management of ticket list to ensure break/fix or MAC work done in a timely manner.
Field help desk calls and provide remote support for customer systems.
Remote support of other vendors/contractors at remote customer locations.
Serve as escalation point for all skilled technical competencies.
Provide engineering support of Avaya network infrastructure and UC services to include TDM and IP-based trunking, voice routing design and configuration and unified messaging.
Creation and maintenance of technical documentation (network designs, SOPs, User Guides, etc.) to support current operation procedures and processes.
Stage equipment (where feasible)
Onsite implementations to include racking and stacking, cutover work and post implementation support.
Ability to self-manage and consistently look for improvement/enhancements, internally and in a customer's environment.
Required Knowledge and Experience:
5 years of experience performing break/fix, moves, adds and changes for Avaya telephony equipment and adjuncts.
5 years of experience supporting Avaya hardware and software.
2 years of experience using an automated ticketing system.
At least 5 years of experience designing, configuring and implementing enterprise/carrier-grade TDM and or VoIP based voice solutions to include:
Experience with administering, configuring, deploying Session Border Controllers, media gateways, soft-switches and or IP PBXs.
Candidates must possess working knowledge and expertise in the following Avaya Aura core products:
Communication Manager, Session Manager, System Manager, Application Enablement Services, Aura Messaging, Aura Conferencing, One-X Communicator, and System Platform or Avaya Virtualization Platform.
Demonstrated knowledge in network and voice troubleshooting.
Hands on troubleshooting with Avaya PBXs and voicemail systems.
Solid understanding of customer implementation and maintenance best practices and common issues.
Knowledge of network architecture design principles, practices, implementation and LAN/WAN maintenance.
Experience with administering, configuring, and deploying voice messaging solutions. Integration of multimedia messaging technologies such as e-mail (SMTP/IMAP), voicemail, fax, and short messaging service (SMS).
Expertise in VoIP architectures and VoIP technologies, particularly Session Initiation Protocol (SIP), Real-Time Transport Protocol (RTP) including G.711 and G.729 codecs, Digital Tone Multi Frequency (DTMF), H323 protocol families as well as the interworking of these protocols with traditional circuit switched networks and protocols networks (ISDN, ISUP and SS7).
Hands-on experience with administering, configuring, and deploying IP telephony voice solutions such as testing, configuration and administration of call control applications, voice gateways/session border controllers (SBCs) and IP endpoints.
Solid understanding of TCP/IP and other LAN/WAN protocols. Strong knowledge of fundamental IP routing and switching protocols (OSPF, STP, VTP) and technologies (VPN, NAT, QoS). Experience with Cisco, Juniper, F5 routing, switching and security products.
Candidates must have strong computer skills and excellent working knowledge of general business applications including MS Word, Excel, Outlook, SharePoint and OneNote.
Candidates must be strong in analytical thinking and problem solving skills in order to investigate and resolve problems, inefficiencies, and performance issues.
Must possess excellent oral and written communication skills.
Ability to perform occasional work at different locations within the work area and some domestic travel required. From time to time, holiday and afterhours work will be necessary to support customer activities.
Demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion.
Strong work ethic and personal drive to excel.
Strong sense of urgency and commitment to get the job done.
Strong analytical, interpersonal, and relationship building skills.
Superior negotiation, coordination, and conflict resolution skills.
Ability to use (and learn new) complex systems, technologies, and applications.
Transfer of knowledge to other team members via mentoring and documentation.
Ability to adapt to change quickly and multi-task.
Work in a high-energy environment.
Required to participate in on-call rotation with peers in order to meet 24x7x365 response requirements to support business needs.
Desired Knowledge and Qualifications:
Understanding of networking technologies including; TCP/IP, DHCP, Routing, Switching, QoS, Load-Balancing, and various LAN/WAN technologies (Frame Relay, MPLS, etc.).
Avaya Certifications in at least 2; CM6 and higher, SYS/SES MGR, AAM, AAC, AES.
Certifications in CompTIA A+, ACIS, ACSS, ACSE, CCNP, CCDP, CCSP, VMWare.
Equal Opportunity/Affirmative Action Employer