Essential Functions:

• Proactive alarm management for various customers covering network devices such as servers, firewalls, routers, call center ACDs.
• Working knowledge of Shortel, Mitel, and Avaya Red/Blue Unified Communications technologies.
• Able to work active alarms and engage Tier 2 when necessary.
• Working knowledge of Cloud Solutions such as RingCentral and ZOOM applications.
• Ensure service level agreements are maintained and exceeded.
• Manage multiple monitoring, ticketing, and CRM tools to ensure proper workflow of support requests.
• Call acceptance of customers requesting multiple levels of support for a wide range of products.
• Prioritization, classification and escalation of incidents according to standard operating procedures.
• Interact with team members, management, various internal departments, business partners, and third party organizations to maintain workflows, escalate, and ultimately resolve customer service requests.
• Provide first level customer service via phone and auto-ticket generation for support involving different product lines.
• Determine the need to deploy field service resources required to deliver client service requests via incident management and dispatch processes through the service desk.
• Escalate irresolvable issues requiring Tier 2 support assistance within prescribed service levels and procedures for problem resolution in matters of greater complexity.
• Monitor service desk tickets volume and ensure timely closure of all assigned tickets.
• Utilize service delivery management and related technology systems and tools for efficient execution of service desk activities.
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance.
• Analyze ticket data to identify and implement lessons learned, efficiencies and enhanced client service.
• Continuously expand, research and leverage knowledge of technology, market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics.
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill-set in the products & services supported.
• Meet all financial performance objectives for area of responsibility and take corrective action as needed.
• Implement and make recommendations to improve methodologies, core competencies and processes for the service desk to ensure stable and quality product & service delivery consistent with company objectives and client expectations.
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day service delivery operations and the client experience.
• Foster and contribute toward collaborative working relationships within GSI operations and across all levels and departments of the organization to execute service desk functions and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.
• This position has no direct reports.

Education Requirements:

• High School diploma required; Associates Degree in Information Technology or related, preferred.

Experience Requirements:

• 3+ years of technical support experience in a call center environment supporting Avaya Aura Communications Manager.
• Technology services or managed service provider experience preferred.

Other Qualifications, Skills & Certifications:

• Comprehensive knowledge of technologies found commonly in an IT workplace: Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces and service delivery management tools such as ServiceNow, along with other applications.
• Unified Communications experience is a plus.

Competencies:

• Excellent problem solving skills with demonstrated success in root cause analysis.
• Ability to prioritize tasks based on urgency and scope.
• Ability to listen to and understand client requirements and individual preferences with successful track record of ability to develop creative and innovative solutions.
• Ability to work effectively across all functional groups to optimize product & service offerings, fostering a seamless internal and external client experience and track record of timely and accurate issue resolution.
• Demonstrated ability to continuously expand and leverage knowledge of technology, market and industry trends with success in identifying, recommending and implementing best practices and methodologies.
• Strong organizational and time management skills to set priorities and handle multiple tasks efficiently to meet client needs.
• Service awareness of all organization's key product and service offerings for which support is being provided.