Support Supervisor

Company Description

GuestTek™ is a global leader in broadband technology and interactive solutions for the hospitality industry. Since 1997, we have partnered with hotels to maximize your property’s offerings–enhancing your brand, helping you generate more revenue and giving you total confidence you’re delivering a world-class guest experience.

With operations reaching 85 countries and serving more than 3900 hotels, we understand your most critical requirements. Whether it’s an individual property, franchised or corporate location, GuestTek allows you to customize each solution to your property’s needs. And GuestTek’s focus on hospitality means we fully understand and deliver on the technology needs of today’s guests, while engineering the in-room technologies desired by tomorrow’s guests, too.

Our OneView™ platform gives your guests the ultimate in-room experience. With converged HSIA, Video, Data, Voice and mobile applications like myAway and myMedia, we provide a seamless integration of their personal electronic devices. By offering a custom interface, GuestTek brings your hotel branding to every room, reinforcing the value and services of your property every time a guest turns on the TV or logs in to their device.

Because OneView is built in house, proprietary and highly customizable, we offer a flexibility that resellers simply cannot match. GuestTek’s Research & Development teams continually develop new features in response to client or market demands. By consistently providing state-of-the-art-technology, our platform is designed to grow with your business.

GuestTek has experienced significant worldwide growth with the 2014 acquisition of iBAHN & TelNet and the creation in 2015 of a subsidiary; Event Conference Services (ECS). We continue to seek opportunities that expand our capacity to serve more global clients and offer the best in hospitality technology. Our continuous commitment to our clients means we at GuestTek align ourselves with leading providers around the world of satellite and cable television to provide better offerings to your guests, helping them to feel just a little more at home.

Job Description

· Day to day management of the Telephony environment to ensure optimal services.

· Daily operational support, maintenance and troubleshooting of Avaya servers and products including CMS.

· Owner of all Global Interactive Voice Response Systems.

· Maintain relationships with third party vendors.

· Management of all toll free and local phone numbers utilized both internally and externally.

· Budget responsibilities related to vendors and internal telephony costs.

· Evaluate hardware, software, and communications products and provide recommendations to the Technical Infrastructure team.

· Identify and recommend changes needed in the infrastructure to optimize Guest-tek’s technological goals.

· Implement technology and infrastructure changes.

· Manage issue identification and resolution in a timely and efficient manner.

· Act as the point of contact for telephony related issue resolution.

· Identify and recommend cost-saving opportunities and effective asset management.

· Communicate major process and procedure changes to end users and stakeholders.

· Perform root-cause analyses and make recommendations for improvements.

Qualifications

· Experience with Avaya Telephony systems, hardware, and software a must.

· Knowledgeable on Avaya’s Call Management System and reporting abilities.

· Ability to build and design Interactive Voice Reponses Systems

· Understanding of the OSI network model.

· Familiarity with QOS, with an emphasis on VoIP, SIP, and TCP/IP networking.

· Some knowledge of LAN/WAN and firewall policies.

· Current technical experience relevant to VoIP infrastructure.

· VoIP Networking Architecture and troubleshooting.

· Experience with Asterisk telephone systems

· Experience with AudioCodes.

Additional Information

· Excellent problem solving and analytical skills.

· Ability to manage, communicate, and facilitate change.

· Able to analyze and forecast current and future needs.

· Strong communications skills, both verbal and written.

· Ability to work well under pressure and fast paced conditions.

· Strong team player, ability to contribute to and lead a team.