Why Work For Us? + Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position + 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period + Benefits – Medical, Dental, Vision, wellness program and more! + Paid Holidays + Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities. + Collaborative Environment – AAA will value your contribution to providing exceptional service to our members + Free AAA Classic Membership + AAA Product Discounts + Tuition Reimbursement Program . At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members. Summary Under general supervision, provides technical support to customers on the operational or maintenance aspects of system equipment. This individual is a designated contact for escalated end-user support and resolution for issues that may be of moderate to moderately intermediate complexity. Essential Functions + Seeks ongoing improvements to the organization’s processes and procedures. + Prioritizes daily tasks to ensure that emerging, urgent issues are resolved without losing sight of longer-term projects. + Sets standards, timelines, priorities and approaches to help team complete and deliver assignments on time. + Performs independently; informs managers or senior leaders of projects’ progress and issues encountered; recommends solution. + Oversees project completion of less experienced team members; provides guidance to senior level team members on highly complex assignments or projects with a major impact. + Collaborate with outside vendors/project leads to provide knowledge of network and voice technologies to ensure successful implementations of new or changed systems + Investigate alternatives and research development of strategic implementations of voice and network components; recommends Telecom solutions for short-, medium-, and long-range network projects + Leads client-site, telephone and remote servicing that include installation and end-user support for system hardware and software. + Oversees technical support to customers on operational or maintenance aspects of system equipment. + Diagnoses, troubleshoots and resolves hardware, software or other network or system problems, and replaces defective components. + Plans, coordinates and implements network security measures to protect data, software and hardware. + Researches new technologies by attending seminars, reading trade articles or taking classes, and implements or recommends the implementation of new technologies + Ensures implementation of the information security plans; and manages the operational processes for monitoring and maintaining information security Knowledge/Skills/Abilities + Advanced knowledge and experience with Avaya Media Server Platforms including Multi-Carrier Cabinets G-Series Gateways, S-Series Gateways, LSP and ESS systems. + Advanced knowledge and experience with Avaya Communications Manager Software, including CMS Reporting (admin and design), Call Accounting and Call Recording Software systems. + Knowledge and experience with PCI and information security enterprise risk assessment. + Ability to mentor, guide and coach. + Ability to demonstrate project management skills and experience Education & Experience/Licenses & Certification + Bachelor of Science in a technical discipline from an accredited college or university. + Eight years directly related experience or an equivalent combination of education and experience. + Interest in obtaining Agile Certification or experience in integrating Agile principles and practices. + Bachelor of Science degree in a technical discipline and from an accredited college or university (preferred) + Application support experience (preferred) #LI-VB1 #VIC_RX -