Telecom Support Analyst Levels

Job Title

Telecom Support Analyst Levels 1-5

• Level 1: $57,100 - $81,572
• Level 2: $62,812 - $89,731
• Level 3: $69,092 - $98,703
• Level 4: $76,001 - $108,573
• Level 5: $86,703 - $123,862

Information Technology

Director, IT Telecom Services & Expense Mgmt

2 Broadway, New York, NY 10004

9:00 am - 5:30 pm (8 hours/day) or as required

The primary purpose of this position is to plan, monitor, track, and control costs for all MTA telecommunication activities, and the expansion and centralization of cellular and voice technology functions.

• Strong telecom expense management, cost savings, and auditing experience
• Experience with Service Now and People Soft - ticketing and reporting
• Experience with data analytics tools like Power BI
• Ability to identify trends, analyze data and make recommendations
• Strong financial reporting and analysis skills
• Experience in managing and auditing zero usage devices and accounts

Level 1

• Coordinate the efficient control over all corporate centralized telecommunications activities, including installations, changes, and costs.
• Work with other IT technical resources to support voice and telecommunications‑related technical problems and services.
• Maintain controls over new and expanding telecommunications technologies (i.e., cellular phones, smartphones, voicemail, etc.).
• Coordinate the development of voice and data proposals for service improvements.
• Monitor and analyze telecommunication monthly billing.
• Administer software changes to telecommunication databases.
• Develop procedures and corporate policies with regard to current and future usage of telecommunication technologies.
• Provide technical support for all voice‑related technologies, including telephone, voice mail, pagers, cell phones, and call center services.
• Participate in the evaluation of new products and technologies.

Level 2

Same as Level 1 with the following additional responsibilities:

• Guide less senior technicians and staff in the performance of their tasks.

Level 3

Same as Level 2 with the following additional responsibilities:

• Design and engineer solutions and standards to be applied within the department.

Level 4

Same as Level 3 with the following additional responsibilities:

• Contribute to the planning and coordination of tasks associated with voice technology‑related projects.

Level 5

Same as Level 4 with the following additional responsibilities:

• Direct the design and engineering of solutions and projects to be implemented within the department.
• Lead the planning and coordination of tasks associated with voice technology‑related projects.

Level 1

• Knowledge of commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state‑of‑the‑art technology).
• Must be able to multitask.
• Must demonstrate the ability to work effectively with all levels of company staff and management.
• Must be highly skilled in personal computer usage, including Microsoft Office Suite (Word, Excel, PowerPoint, Access).
• Ability to troubleshoot and support technical issues both remotely and on‑site using standard MTA tools and techniques.
• Ability to learn and apply new technology.
• Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Strong oral and written communication skills.
• Strong analytical skills.
• Strong people skills.

Level 2

Same as Level 1 with the following additional qualifications:

• Experience with troubleshooting and supporting technical issues both remotely and on‑site using standard MTA IT tools and techniques.
• Ability to provide technical solutions to meet business unit requirements.
• Ability to provide technical direction to less senior staff members.

Level 3

Same as Level 2 with the following additional qualifications:

• Strong knowledge and familiarity with commonly used concepts, practices, and procedures within the telecommunications field (i.e., voice data communications, state‑of‑the‑art technology).
• Strong experience with troubleshooting and supporting technical issues both…