The Telecommunications Technician reports directly to the Supervisor of Telecommunications and will help manage all voice and data communications through the telephone switch and PhoneMail. Provides operator coverage for the University switchboard when necessary. Processes telephone work requests and provides all necessary information to maintain the accounting records in the server-based billing package. Provides monthly reports to different departments concerning the utilization of their call processing and automatic call distribution ( ACD ).
Responsible for maintaining an inventory of phones and phone-related items to ensure availability when needed for repairs and new installs and reports needs to the Telecommunication Supervisor. Reports all telephone problems to the Telecommunications Supervisor. Responsible for maintaining the E911 systems and ensuring the campus and PSAP databases are current. Must keep the fax server database up to date and procedures current to ensure customers are receiving full benefits of the service. Provide training, as directed by the Telecom Supervisor, to current and all new employees when scheduled or requested. Must be able to work flexible hours when needed to ensure problems are resolved or when implementation of new equipment, upgrades or moves take place. Responsible for supporting the telephone equipment at other university sites.
Perform moves, additions, and change work requests as assigned by the Telecom Supervisor. Provides all supporting documents with each work request as they are completed. Assist in the design of customers phones to ensure they receive maximum benefit of their phone. Maintain current and provide new documentation and procedures for tasks performed by the Telecommunications Staff. Be able to provide coverage of the attendant console when needed. Take actions needed to resolve any emergency communications problems a client may have.
Implement assigned changes and make recommendations to the operation and configuration of the Siemens CBX , by working closely with the Telecom Supervisor. Maintain Telident 911 on-campus and 911 databases. Maintain a working knowledge of the panic buttons located throughout campus. Work closely with the Police Department to ensure all necessary repairs are made to non-working panic buttons. Maintain fax server database to ensure proper routing of faxes to email software. Work with the Telecom Supervisor to ensure a working inventory of equipment and cable plant needs are maintained to complete work requests in a timely manner. Be able to pull and terminate cables to provide new phone service or to move stations as needed. Provide all cabling changes and additions to person maintaining cabling blueprints and database. Work with the Telecom Supervisor and all departments to develop the correct design, equipment configuration and implementation for effective and efficient voice communications.
Work with the Telecom Supervisor and ensure the monthly process of University phone bills are completed correctly and in a time frame which meets clients needs by providing the necessary paperwork to the billing system. Verify and receive approval from the Customer’s Business Coordinator regarding all requests that require changes or additions to the departments or schools monthly telephone bills.
Run Siemens equipment-based software to provide statistical data and reports showing the utilization of the switchboard and PhoneMail. Provide information to the Supervisor concerning new voice communication and PhoneMail technology from Siemens and other communications vendors. Help provide initial and ongoing training and education for the Siemens phone sets, PhoneMail, fax server and panic buttons, to all current and new customers. Understanding of IP Telephony and knowledge of networks.
Hours toward an Associates Degree in Telecommunications, Information Systems, Computer Science or related field.
One year of experience working with the telecommunications function for a comprehensive organization operating their phone switch and PhoneMail.
Excellent time management and decision-making skills with the ability to prioritize tasks. Excellent and professional communication skills in English both verbally and written. Ability to effectively handle stressful situations and remain calm to enforce rules and regulations. Ability to effectively problem solve with tact and compassion using a customer-service oriented attitude.
Must be able to handle multiple technical tasks at one time including daily user support. Must be able to identify and have the flexibility to re-prioritize all critical work requests to solve users’ problems. Ability to project a positive and professional image. Ability to handle arbitrary customer demands, complaints or fears of new technology. Skills in technical training and writing. Able to train new full time staff and part-time student workers and other university employees as required.
Sufficient comprehension to understand and assist with faculty and staff questions, complaints, needs and technical problems with the ability to respond quickly or to communicate operating instructions verbally. Sufficient mobility to easily move about the campus to inspect facilities, cabling and to assist faculty and staff with problem diagnosis, training and instruction. Ability to work quickly and efficiently when using a workstation to perform diagnosis, develop and run programs, and compose reports in a short time frame.
Sufficient learning adaptability to adjust and learn operating procedures for a variety of software and hardware used within the telecommunications functions. Sufficient visual acuity to read and understand screens, printouts and manuals. Ability to work in high places, work in a noisy environment and the ability to lift at least 50 pounds. Must have a working knowledge of IP telephony and additional networks.
Security Sensitive position-must pass a motor vehicle and criminal history records check before an offer will be made.
Progress toward a bachelor’s degree in Telecommunications, Information Systems or Computer Science or related field.
Prior experience, with certifications from Siemens, in maintaining of a Siemens 9000 or higher series phone switch and Siemens PhoneMail.