PRINCIPAL DUTIES/RESPONSIBILITIES: 1. Answer incoming customer calls and emails: Identify, research, and resolve issues 2. Applies basic diagnostic techniques to identify problems and recommend solutions 3. Performs escalation procedures 4. Properly assigns tickets priority using impact and urgency and product categorization 5. Perform password resets on applicable systems 6. Create and/or mature knowledge management articles in support of incident resolution
7. Maintains current knowledge of relevant technology as assigned. 8. Participates in special projects as required 9. Experience using computer management tools to provide remote support
10. Develop and implement SOPs in accordance with customer standards
Position Requirements: 1. Ability to maintain customer focus during difficult circumstances (Provides a high level of professionalism and customer service in all dealings with customers) 2. Ability to manage priorities in a fast-paced environment and work well under pressure 4. Professional verbal and written communication skills required 5. Ability to work independently with minimum supervision 7. Ability to support critical outage event and act as a key POC to resolve issues quickly 8. Ability to develop SME experience on one or more systems or applications
Education: Bachelor’s degree in a related technical discipline, or the equivalent combination of education, technical training, or work experience.
1. Avaya Aura Communication Manager implementations, maintenance, and administration. (Desirable) 2. Avaya ACIS-level certifications in Aura Communication Manager and CM Messaging Embedded (R6.X. R8.X), Contact Center, and/or Conferencing. (Desirable) 3. Avaya ACSS-level certifications in Aura Communication Manager and CM Messaging Embedded, Conferencing, Session/System Manager, Call Center Elite, Contact Center, and/or Experience Portal with Proactive Outreach Monitor. (Desirable) 4. Prior experience as an Avaya Tier II helpdesk engineer. (Desirable) 5. Succession Advanced Patching (Desirable) 6. Avaya Routing experience (Desirable) 7. Maintenance of Nortel OPT and CS1K, Norstar and or BCM training (Optional) 8. ITIL v3 Foundation certification (Optional) 9. Ability to obtain/retain an FAA-issued PIV badge/position of public trust. (Mandatory) 10. Certified in either CompTIA A+, Net+, or Security + (Mandatory)
Qualifications: 8-10 years of related telecommunications experience.
Additional Job Description
COVID-19 Vaccination: GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
The likely salary range for this position is $68,000 - $102,000, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT does not have a vaccination mandate applicable to all employees. To protect the health and safety of its employees and to comply with customer requirements, however, GDIT may require employees in certain positions to be fully vaccinated against COVID-19. Vaccination requirements will depend on the status of the federal contractor mandate and customer site requirements.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.