Position provides implementation and maintenance of all telecommunication capabilities in a complex voice environment including analog, digital and VOIP. Position is considered Alpha personnel and Emergency Operations support.
Provide telecommunications assistance, updates, repairs and problem resolution to network and mainframe users.
Provide telecommunications assistance, end-user Training, and excellent customer services.
Incumbent will work with the Network Engineers during unscheduled outages to restore services, and to coordinate and implement the installation of cabling and other network equipment.
Support multiple complex databases for Asset and Service management to include telecommunications lines and equipment, and services such as IVR, ACD and voice mail..
Support voice installations, configurations and upgrades.
Duties include: support for project analysis, development and maintenance; initiating and performing system improvements or enhancements as directed; researching and understanding new hardware and software systems; and taking appropriate action to correct user problems and concerns as directed.
Support for planning, designing and maintaining the facility’s automation activities to facilitate cost-effective management of institute-wide programs, quality control of information and data, assuring compliance with third-party governing regulations, standards and directives, and to meet the Institute’s internal and external information needs.
Installing and implementing new data processing hardware equipment and components as directed.
Supports the facility’s telecommunications leadership for planning, designing, and technical support needs including coordinating system configuration needs with in-house technical staff and equipment vendor personnel.
Support for project manager for coordinating between users and technical support, for problem resolution, and for project evaluation and implementation.
Respects departmental policies and procedures.
Guards all EVMS data as confidential under penalty of termination.
Performs other duties as assigned
Bachelor's degree in MIS, Computer Science, or related technical field or equivalent experience in telecommunications administration and user support.
Vendor supplied voice certification is highly desirable. VOIP competency designations are desired. Proof of detailed training or specifically applicable experience may be accepted.
Prior experience supporting network installations and hardware upgrades; providing phone and remote support, data updates and reports, and following up with customers; experience in telecommunications - voice/data, phones, faxes, network copiers, and network infrastructure.
Knowledge of and experience supporting network installations, supporting telephone systems including the building, installation, configuration, assessment, supporting hardware and infrastructure.
Comprehensive PC knowledge regarding Microsoft Office Applications and relevant telephony software (MACs, IVR, ACD, PM).
Knowledge of installation and testing of telco circuits, e.g. T-1, E&M, Loop/Ground start, SIP trunking, PRIs, LD, telephony switches/routers.
Good communication, problem solving and technical writing skills are also required.