Telecom Analyst

Essential Duties & Responsibilities

• Routinely communicates with the Telecom System Manager and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.
• Work to maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions.
• Responsible for accurate ticket reporting.
• Participates as a technical member of the Telecommunications work team, assisting with technical installations as required, as well as with planning and operational management.
• Also, monitors daily work requests in tracking systems and completes requests for system configurations.
• Primary responsibility is for the proper configuration of the phone system. Telecom Analysts are expected to be able to configure call forwarding, call routing, voice menus, and call recordings. Ability to program ACD agents and skills.
• Oversees and meets with end users to design solutions for their workflow requirements.
• Mentors entry level Telecom Associates.
• Manages telecom projects and supervises the work of Telecom Associates and Contractors working for the Telecommunications Department to ensure quality of craftsmanship or to verify and approve the installation of new services and equipment.
• Requests assistance from the Telecom Architect for difficult or complex work requests or projects.
• Will be required to manage small projects and must be able to work independently or collaboratively in multidisciplinary groups (construction projects, move projects, complex installations, etc).
• Facilitates the resolution of alarms/outages within the Telecommunications Systems by implementing advanced debugging processes, including consulting with vendors, initiating internal testing procedures, running reports as directed by management or coordinating the delivery of parts to specified locations either in person or by courier.
• Responsible for maintaining critical communications services in emergency situations and must be available off hours for major installations, upgrades, outages, and on-call rotation.

Minimum Qualifications

• High School diploma or GED required.
• Associate's degree preferred.
• 5-8 years related work experience required.

Preferred Qualifications & Skills

• Avaya Certifications

Pay Range

The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.