Telecomm Specialist

Overview

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

• Job Location
  : 1000 Elmwood Ave, Rochester, New York, United States of America, 14620
• Opening
  :
  Worker Subtype:
  Regular
• Time Type
  :
  Full time
• Scheduled Weekly Hours
  : 40
• Department
  : 100110 University IT / CTS
• Work Shift
  : UR - Day (United States of America)
• Range
  : UR URG 109 H
• Compensation Range
  : $26.90 - $37.66

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

GENERAL

PURPOSE:

Leads the technical support that ensures stable and continuous service for faculty, staff, students and clinicians whose business functions rely on voice, data or video services in a 24x7 environment. Maintains expertise in and mentors others on current telephony and network technologies. Analyzes, triages, designs, installs, upgrades, monitors, tests and repairs telephone, data and video systems, as well as manages cable plant, switch rooms and CER's.

Oversees contractors, vendors and other technicians. Programs telephone system features and functionality. Produces and updates voice and data system and process documentation. Diagnoses and resolves complex voice and data issues. Provides training to other technicians. Assists with developing strategies and implements process changes to support new voice, data and video technologies and infrastructure. Builds out new and upgrades existing telephone system infrastructure.

Manages vendors to ensure appropriate planning, scheduling and acceptance testing.

• Programs telephone system features and functionality.
• Produces and updates voice and data system and process documentation.
• Develops and maintains network and cable design documentation and databases.
• Coordinates activities including tag, test, splice and move.
• Updates cable plant infrastructure and ensure integrity of the databases.
• Manages daily dig requests with various departments.
• Rotates through positions providing triage, project leadership, warehouse management, critical team support and on-call responsibilities.
• Monitors user-generated service and trouble tickets.
• Monitors and evaluates normal and critical workloads and allocates and/or reallocates resources as needed.
• Follows escalation procedures and demonstrates exemplary communication skills.
• Interacts with a cross-section of teams to support daily activities.
• Trains and mentors' technicians in telephone system software programming.
• Advocates for customers and recommends process changes as appropriate.
• Diagnoses and resolves complex voice and data issues and provides training to other technicians.
• Reviews daily alarm logs and resolve first and second level system problems.
• Updates technical documentation.
• Completes preventive maintenance routines, such as voicemail maintenance, power system diagnostics, and battery plant.
• Maintains spare parts inventories with input from engineers.
• Serves as escalation for service interruptions associated with voice services, voicemail, paging, cellular and computer network.
• Handles high visibility situations and critical customers using effective negotiating and exemplary customer service skills.
• Develops strategies and implements process changes to support new voice, data and video technologies and infrastructure.
• Builds out new and upgrades existing telephone system infrastructure.
• Manages vendors to ensure appropriate planning, scheduling and acceptance testing.
• Works closely with engineering and cable plant to ensure proper procedures and processes are executed.
• Completes monthly voicemail maintenance and reports daily on system health.
• Resolves voice and voicemail system emergencies and serves as escalation to technical resources working after hours in on-call rotations.
• Participates in the on-call rotation.
• Completes billing information and coordinates with peers to manage and procure inventory levels.
• Maintains cable plant documentation.
• Follows identification standards for cable connections including CER line card documentation.
• Keeps abreast of current telephony, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.