Support Supervisor

As a global leader in broadband technology and interactive solutions for the hospitality industry, GuestTek is dedicated to enhancing your brand and delivering a world-class guest experience. With operations in 85 countries and serving over 3900 hotels, GuestTek offers customized solutions to meet your property's needs and stay ahead of the ever-evolving technology landscape. **Role Overview:** - Manage the day-to-day operations of the Telephony environment to ensure optimal services. - Provide daily operational support, maintenance, and troubleshooting of Avaya servers and products, including CMS. - Own all Global Interactive Voice Response Systems. - Maintain relationships with third-party vendors. - Handle all toll-free and local phone numbers used internally and externally. - Manage budget responsibilities related to vendors and internal telephony costs. - Evaluate hardware, software, and communications products and make recommendations to the Technical Infrastructure team. - Identify and recommend infrastructure changes to align with GuestTek's technological goals. - Implement technology and infrastructure changes. - Resolve issues in a timely manner and act as the point of contact for telephony-related problems. - Identify cost-saving opportunities and manage assets effectively. - Communicate process and procedure changes to end-users and stakeholders. - Conduct root-cause analyses and recommend improvements. **Key Responsibilities:** - Experience with Avaya Telephony systems, hardware, and software is a must. - Knowledge of Avaya's Call Management System and reporting capabilities. - Ability to design Interactive Voice Response Systems. - Understanding of the OSI network model. - Familiarity with QoS, with a focus on VoIP, SIP, and TCP/IP networking. - Some knowledge of LAN/WAN and firewall policies. - Technical experience relevant to VoIP infrastructure. - VoIP Networking Architecture and troubleshooting. - Experience with Asterisk telephone systems. - Experience with AudioCodes. **Qualifications:** - Strong problem-solving and analytical skills. - Effective communication and change management abilities. - Capacity to analyze and forecast current and future needs. - Excellent verbal and written communication skills. - Ability to work well under pressure in fast-paced conditions. - Strong team player with the capability to contribute to and lead a team. This comprehensive role at GuestTek offers the opportunity to showcase your expertise in managing telephony environments and contributing to the company's commitment to delivering cutting-edge hospitality technology solutions. As a global leader in broadband technology and interactive solutions for the hospitality industry, GuestTek is dedicated to enhancing your brand and delivering a world-class guest experience. With operations in 85 countries and serving over 3900 hotels, GuestTek offers customized solutions to meet your property's needs and stay ahead of the ever-evolving technology landscape. **Role Overview:** - Manage the day-to-day operations of the Telephony environment to ensure optimal services. - Provide daily operational support, maintenance, and troubleshooting of Avaya servers and products, including CMS. - Own all Global Interactive Voice Response Systems. - Maintain relationships with third-party vendors. - Handle all toll-free and local phone numbers used internally and externally. - Manage budget responsibilities related to vendors and internal telephony costs. - Evaluate hardware, software, and communications products and make recommendations to the Technical Infrastructure team. - Identify and recommend infrastructure changes to align with GuestTek's technological goals. - Implement technology and infrastructure changes. - Resolve issues in a timely manner and act as the point of contact for telephony-related problems. - Identify cost-saving opportunities and manage assets effectively. - Communicate process and procedure changes to end-users and stakeholders. - Conduct root-cause analyses and recommend improvements. **Key Responsibilities:** - Experience with Avaya Telephony systems, hardware, and software is a must. - Knowledge of Avaya's Call Management System and reporting capabilities. - Ability to design Interactive Voice Response Systems. - Understanding of the OSI network model. - Familiarity with QoS, with a focus on VoIP, SIP, and TCP/IP networking. - Some knowledge of LAN/WAN and firewall policies. - Technical experience relevant to VoIP infrastructure. - VoIP Networking Architecture and troubleshooting. - Experience with Asterisk telephone systems. - Experience with AudioCodes. **Qualifications:** - Strong problem-solving and analytical skills. - Effective communication and change management abilities. - Capacity to analyze and forecast current and future needs. - Excellent verbal and written communication skills. - Ability to work well under pressure in fast-paced conditions. - Strong team player with the capab