What You Will Be Doing

Tyto is searching for a Technical Support Specialist to support a critical initiative to modernize our Federal Law Enforcement Customers legacy telephony systems to an enterprise-class VoIP and Unified Communications solution across all CONUS locations.

Responsibilities:

• Day to day support and management of the Avaya platforms and adjuncts on an enterprise system.

• Provides technical support and maintenance for new or existing telecommunications services. Provide leadership on projects by working with team members and internal customers.
• Create documentation, procedures, checklists and project plans as required.
• Provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms.
• Diagnosing and remediating incidents and problems related to Avaya Enterprise
• Work with deployment, maintenance and operations team to implement, maintain and support voice networks per architectural designs.
• Keep organized and accurate records for all voice network with associated subnets.
• Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
• Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
• Coordinates all required resources for applying fixes to recurring incidents and issues.
• Apply firmware, software, and licenses
• Other Duties as Assigned

Qualifications:

Candidate must be highly proficient in the following:

• A minimum of 7 years experience supporting Avaya enterprise environments including related to hardware and software
• A minimum of 7 years experience with Avaya
• Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
• Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
• Excellent communication, organizational and time management skills
• Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.

Must be willing to work at customer site in downtown Washington, dc.

Clearance/Citizenship:

• Top Secret Clearance
• Must be US Citizen

About Tyto Athene

Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto's services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and ‘As-a-Service'. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe.

Equal Opportunity Employer: Disability/Veteran

After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise.

Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward creativity, innovation, and teamwork. If you would like to unleash your potential and your career – it's time to join Team Tyto!