-Developing long-term strategies and capacity planning for meeting future hardware needs

-Document and create procedures related to supported environment and its applications

-Handling of level 2 network support functions for both voice and data networks

-Handling of voice requests from users including Moves, Adds and Changes

-Managing network incidents

-Managing trouble tickets with carriers and other vendors

-Managing problem management issues through to closure

-Experience supporting Avaya ACD / call-centers

-Working knowledge of common network technologies and protocols: LAN, WAN, Dial, VPN, TCP/IP, OSPF, EIGRP, RIP, BGP, IPSEC, SNMP 

-Hands-on experience configuring and supporting Cisco IPTEL telephony platforms

-Hands-on experience configuring and supporting Cisco switches, routers and firewalls.