The Telecommunications Analyst supports the Videoconferencing and VoIP telephone systems, networks, applications and adjuncts. This includes helping to maintain, support, and optimize hardware and software, call center, video applications and communication links. This role also coordinates the management and support of cellular devices including oversight of the Mobile Device Management system (MDM), and ensures the appropriate lifecycle of cellular devices leveraging adherence to contracts, monitoring and adjusting for zero usage and overages with vendors.
This individual also helps to perform continuing analysis to provide ongoing cost-effective implementation of telecommunications solutions to meet the Company’s current and future needs, and coordinates and manages telecommunications projects as needed.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Proactively supports, maintains and monitors the VoIP, videoconferencing and cellular environments. Maintains hardware and software throughout KSNA including all endpoints, devices, servers and gateways, and voice network services and capacities and licensing levels.
Analyzes requirements and reporting, and recommends configuration changes to optimize performance. Meets with departments to participate in analysis and ongoing implementation and improvement of solutions and reporting. Completes move, add, change requests for end users from Remedy Change/Service Requests.
Isolates and resolves Level 2 and 3 Telephony related Incidents and Problem Investigations with assistance from vendors as needed. Opens and monitors tickets with vendors. Helps to document root cause analysis for ongoing knowledge base and process improvement. Assists with the assessment impact of new systems and major changes on existing hardware and software.
Works with systems monitoring and reporting tools for proactive measures to ensure systems operate within desired service levels. Monitors and responds to network, hardware and software alarms. Works with vendor support service groups to ensure proper escalation during outages or periods of degraded system performance. Performs proactive systems maintenance. Works with ETS network and systems staff on any related data network areas of support.
Monitors systems security and is responsible for ensuring systems adhere to vendor best-practices for security settings and ongoing security policies and procedures. Works on DR/BCP test plans as requested.
Coordinates and manages Telecommunications projects with vendors and other internal stakeholders. Provides project documentation and conducts analysis to ensure organizational objectives are met.
Maintains current records and documentation of all aspects of the telecommunications environment. Writes standard operating procedures for approval by the department manager.
Develops and maintains accurate employee training materials for all telecommunications systems. Conducts end user training as needed.
Oversees support and expense management of cellular services including management of the Mobile Device Management platform, provisioning/de-provisioning, monthly zero usage reporting and follow up, rate plan adjustments based on usage reports
Regular attendance is an essential job function. Some travel and after hours work required.
Performs other duties as assigned.
SKILLS, KNOWLEDGE, AND LICENSE OR CERTIFICATE REQUIRED:
Candidate must be familiar with cellular services, telephony move, add, change processes and videoconferencing systems management processes, as well as problem isolation and resolution techniques and system management tools, reports and on-line resources.
Excellent written and verbal communication skills. Able to communicate professionally at all levels within and outside of the organization. Able to interact cordially with other employees to accomplish common tasks.
Strong analytical ability, strong judgment and problem analysis techniques. Strong interpersonal skills, must be able to work successfully on a team.
Skilled in the use of the following productivity tools: MS Outlook, MS Excel, MS Word, MS PowerPoint and MS Project, MS Access and Visio are required.
Familiarity with ITIL processes and framework
PHYSICAL ABILITY: (Describe the specific physical requirements necessary to accomplish the essential job functions. i.e. ability to sit or stand for long periods of time, lifting requirements, audio and visual requirements etc.)
Must be able to drive safely for frequent business travel
Must be able to sit for long periods of time.
Must be able to lift 50 lbs, and access constrained areas such as wiring closets and service provider demarcation points
EDUCATION/EXPERIENCE: (Typical pattern of education and experience which would provide the knowledge and skills indicative of successful job performance.)
Four-year college degree, or equivalent level of experience.
5-7 years experience with Avaya Definity/Communications Manager including hardware, software, call center, CMS, Modular Messaging. ( G3r, S87xx, S8500, S8300, Voice mail, ISDN, CMS, ASA, Nice Analyzer, Call Recording, Workforce management). 2-5 years of Avaya VoIP.
3-5 years experience with Videoconferencing solutions including Tandberg End Points, Tandberg infrastructure components.
Candidate must have a strong working knowledge of voice networks and LAN/WAN systems, networks, and applications including IP Network Protocols. 2-5 years experience in implementing and troubleshooting VLANS using Cisco would be beneficial. Some experience with Exchange helpful.
Knowledge of cellular/wireless technology preferred, including cellular vendors, cellular devices, MDM tools, and mobility solutions relating to the Avaya PBX.
Three or more years of experience managing process related projects with impact on revenue or expenses.
Excellent Communication skills (Written, Verbal, and Presentation) with ability to sell concepts and ideas to a diverse range of internal and external customers
Ability to balance the goals of the company, while maintaining adequate controls and accurate records
LEVEL OF SUPERVISION REQUIRED:
Minimal
INTERFACE: (Internal/External Customers)
This person will work closely with KSNA employees at all levels of the organization. Externally, this person will work closely with vendors and other solution providers. It is each employee’s obligation to consistently treat visitors, external customers and all co-workers with courtesy and respect.
