Telecom Analyst 2
New Penn Financial
 Fort Washington, PA

JOB DESCRIPTION

Basic Scope/Purpose

Installs, configures, supports, monitors, tests, and troubleshoots hardware and software problems pertaining to all corporate telecommunications equipment. Recommends and schedules repairs. Provides end users support for all telecom-based systems. Installs and configures phone systems / and circuits. Has knowledge of commonly-used concepts, practices, and procedures.

Essential Functions

  • Provides World Class Customer Service to internal and external customers.
  • Provides 24x7 production support to the enterprise
  • Supports and maintains production telephony infrastructure in a multi-site WAN environment
  • Processes requests from internal ticketing systems
  • Support the creation, maintenance and implementation of procedures regarding how problems are identified, received, documented, distributed and corrected.
  • Ensures project documents are complete, current and stored appropriately
  • Communicates and coordinates telecom schedule, backups, and downtime to users.
  • Prepares and maintains documentation of application and hardware configurations.
  • Configures all telecom hardware according to organization's standards.
  • Diagnoses and repairs telecom equipment including but not limited to: systems, modules, keysets, call routing
  • Coordinates third-party maintenance for hardware and software.
  • Coordinates carrier contracts, invoicing and compliance with SLAs
  • Responds to needs and questions of users concerning their access of telecom resources.
  • Performs the installation and maintenance of networked phone systems and voice/data cabling.
  • Provides support and trains users in corporate telephony usage.
  • Reviews deliverables prepared by the clients and management to document project plans
  • Manages day-to-day project and scope changes
  • Coordinates installation of hardware and software by others.
  • Reviews reports, files, and messages to identify instances of possible issues.
  • Performs the planning, communication, testing, and implementation of telecom disaster recovery procedures
  • Collects and analyzes system performance and utilization.
  • Performs capacity planning
  • Performs complex technical tasks including debugging and supporting telecom modules and systems.

Secondary Functions

  • Provides mentoring and support to other staff members
  • Writes process and procedural documentation including requirements.
  • Researches and evaluates new telecom technologies.
  • Makes self available to other staff members as a source of information.
  • Develops and coordinates knowledge transfer.

Qualifications

Knowledge Skills & Abilities

  • Possesses five to eight years related experience, (5 years hands-on experience)
  • Works under limited supervision
  • Relies on instructions and pre-established guidelines to perform the functions of the role.
  • Familiar with a variety of the field's concepts, practices, and procedures
  • Must have expert experience with Mitel / Inter-Tel PBX systems
  • Must have expert knowledge of carrier circuits and topology.
  • Must have extensive knowledge of VoIP/SIP.
  • Working knowledge of computer/telephony integration

Education

  • College degree preferred, but not required.
  • Preferred certification in telecom technologies

Analytical/Interpersonal Skills

  • Excellent written and oral communication skills.
  • Must be able to exchange information with all levels of internal and external customers.
  • Primary job functions typically require exercising independent judgment.
  • Sets priorities for themselves and for others, based on workload, using past experiences as a guide line.
  • Must have excellent collaboration skills.
  • Can lead projects through complex tasks.

Physical and Environmental Demands

  • Must be able to move equipment weighing 50-75lbs.
  • Light travel required (< 10%)