Telecommunications Technician I

Bank OZK•Little Rock, AR

8d•Onsite

About The Position

Responsible for the primary support of the Bank’s Telecommunications, Contact Center and Unified Communications platforms, equipment, software & hardware equipment and cabling.

Requirements

Knowledge of enterprise voice, unified communications, and contact center technologies, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Webex Suite, Webex Contact Center, Calabrio, and associated voice network infrastructure, hardware, software, and dial plans, as well as other similar telecommunications, collaboration, customer engagement, and contact center technologies.
Knowledge of Cisco router telephone network interface cards, modems, fax machines, cash advance and postage machine devices and cabling.
Knowledge of Microsoft Windows, Microsoft 365 applications, Mobility management, reporting tools, and other telecommunications management and monitoring software.
Ability to work without close supervision.
Ability to demonstrate effective customer service skills.
Ability to work well in a fast-paced environment with exacting deadlines.
Ability to work effectively in a team environment.
Ability to adapt well to a continuous changing environment.
Ability to work on projects on your own and/or as part of a team.
Ability to work extended hours as needed, including nights and weekends with a rotating schedule.
High school diploma or equivalent, required.
1+ year of work experience in a telecommunications environment, required.
Available to work extended hours as necessary (nights & weekends), required.

Responsibilities

Responsible for support, including installation, repair, performance, operational reliability, maintenance, monitoring, and troubleshooting.
Responsible for ensuring the conferencing, telephone (cellular, digital, VoIP and analog) and other related hardware and software products are available to users.
Responds to telecom helpdesk troubleshooting and support calls, utilizing all available tools.
Responds to field repairs, installations and troubleshooting, as needed.
Installs, resolves issues and makes repairs as necessary to maintain, support, and configure telecommunications network equipment to include cabling, patch panels, etc., as well as: Support of Enterprise Unified Communications platforms, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Webex UC conference systems, Webex Contact Center, and related voice infrastructure. Cellular/Mobility products; Data network routers, switches, and cabling, as needed.
Monitors and manages telephone network equipment and software daily.
Assists with managing accurate inventory of all telecommunications equipment, branch layout topologies and wiring plans’ spreadsheets, drawings, and department documentation.
Makes recommendations on voice and data equipment purchases to Telecom leadership.
Assists with the initialization and tracking of new and replacement telephone equipment (to include Cellular phones and landline telecom software and hardware).
Repairs malfunctioning equipment, as needed.
Provides back-up assistance for the IT help desk and computer network support functions, as necessary.
Updates software and hardware, as needed.
Works on special projects, as assigned.
Maintains on-call status, as needed.
Maintains good punctuality and attendance to work.
Follows Bank policy, procedures, and guidelines.