Telecomm Specialist I

University of Rochester•City of Rochester, NY

9d•$27 - $38•Onsite

About The Position

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. This role 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. The specialist maintains expertise in and mentors others on current telephony and network technologies. They analyze, triage, design, install, upgrade, monitor, test and repair telephone, data and video systems, as well as manage cable plant, switch rooms and CER's. This role also oversees contractors, vendors and other technicians. The specialist programs telephone system features and functionality, produces and updates voice and data system and process documentation, and diagnoses and resolves complex voice and data issues. They provide training to other technicians and assist with developing strategies and implementing process changes to support new voice, data and video technologies and infrastructure. Additionally, they build out new and upgrade existing telephone system infrastructure and manage vendors to ensure appropriate planning, scheduling and acceptance testing.

Requirements

High School diploma or equivalent and 5 years of practical experience, including previous technical experience, required
Safe use of hand tools and test equipment required
Ability to work in confined spaces, such as closets, ceilings, crawl spaces, pipe chases and mechanical rooms required
Exceptional customer service skills, including outstanding verbal and written communications skills and ability to diffuse difficult situations required
Valid New York State driver's license required

Nice To Haves

Associate's degree preferred
MA 4000, NEAX 2400, 9300 and 9500 Installation & Maintenance preferred
ACD-MAT preferred
UM8700 (voicemail) Administration & Maintenance preferred
Advanced problem solving techniques, including ability to troubleshoot telephony and network issues remotely preferred
Demonstrated project management skills preferred
Telemanagement system certification or equivalent training upon hire preferred
Cable management system certification or equivalent training upon hire preferred

Responsibilities

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 ensures 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 resolves 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.
Other duties as assigned.