Telecom Analyst

Beth Israel Lahey Health•Plymouth, MN

2d•$34 - $45•Hybrid

About The Position

This position will primarily support Plymouth, MA with coverage to other sites across BILH System as needed. Under the direction of the Manager of Telecommunications and within established hospital, clinic, and department policies and procedures, support Telecommunications activities in a multi-vendor, multi-platform environment. Responsible for the installation, maintenance, and tuning of Telecommunications software, hardware and wiring. Provides technical assistance to the Telecommunications team for the installation of new technologies as well as providing next level support to Telecommunications Associates. Consults with the Manager of Telecommunications Services on specific matters requiring clarification, interpretation, or exception to standard policies and procedures.

Requirements

High School diploma or GED required.
5-8 years related work experience required.
Advanced technical computer skills as required for technical support specific to functional area and related systems

Nice To Haves

Associate's degree preferred.
Avaya Certifications

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.