Avaya L2

Role Overview: At VIS Networks (Voice Infrastructure Services), you will be responsible for handling escalated issues from Level 1 support. Your main task will be troubleshooting Avaya telephony systems, including CM, SM, AES, SBC, EPM, POM, CMS, and Messaging. This will involve analyzing call flows, traces, and logs to diagnose issues and resolve problems related to SIP, H.323, PRI, and VoIP call failures. Additionally, you will be performing daily system health checks, managing user and agent configurations, and maintaining voicemail systems. Key Responsibilities: - Handle escalated issues from Level 1 support - Troubleshoot Avaya telephony systems, including CM, SM, AES, SBC, EPM, POM, CMS, and Messaging - Analyze call flows, traces, and logs for diagnosing issues - Resolve issues related to SIP, H.323, PRI, and VoIP call failures - Perform daily system health checks and maintenance - Manage user and agent configurations, extensions, VDNs, vectoring, and hunt groups - Maintain and administer voicemail systems (e.g., Avaya Aura Messaging, Modular Messaging) - Implement configuration changes as per approved change requests - Coordinate with L3/vendor teams for complex changes or upgrades - Apply patches or firmware updates in coordination with L3 support - Maintain updated configuration and issue-resolution documentation - Generate regular reports on incident trends, uptime, and capacity. Qualifications Required: - Previous experience in handling escalated support issues - Proficiency in troubleshooting Avaya telephony systems - Knowledge of SIP, H.323, PRI, and VoIP call protocols - Familiarity with Avaya Aura Messaging and Modular Messaging - Ability to coordinate with different teams for system changes and upgrades - Strong documentation and reporting skills Please note that this job description is for a position at VIS Networks (Voice Infrastructure Services) and reflects the specific responsibilities and qualifications required for this role.,