Description
Telecommunications Analyst
Responsibilities:
- The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
- Analyzes communication needs across business units and recommends appropriate telecommunications solutions.
- Performs maintenance, upgrades, and troubleshooting for the VoIP communications platform and call recording systems.
- Maintains call center configurations including holiday schedules, Interactive Voice Response (IVR), call routing, Direct Inward Dialing (DIDs), and extension moves/adds/changes.
- Diagnoses and resolves issues involving VoIP, analog equipment, cube routers, and network connectivity.
- Supports overhead paging systems and remote door/gate access equipment, coordinating with vendors as needed.
- Produces confidential voice and data management reports, including system availability and usage metrics.
- Tests, evaluates, and recommends replacement communications equipment.
- Responds to user inquiries and service requests, documenting work through the ticketing system.
- Keeps leadership informed of progress, escalating challenges and requesting guidance on priorities when necessary.
Knowledge, Skills, and Abilities:
- May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.
- Experience supporting Cisco Call Manager and enterprise VoIP platforms.
- Knowledge of SIP trunking and voice network integration (preferred).
- Experience with Cisco Jabber and Cisco Finesse applications.
- Familiarity with 66-block cross-connects and structured cabling systems.
- Experience integrating phone systems with door/gate badge access systems.
- Skilled in toning and tracing telecommunications cabling.
- Proven ability to analyze, troubleshoot, and resolve voice and data communication failures.
- Ability to troubleshoot traffic from external vendors through cube routers.
- Ability to configure and support voice gateways and related telecommunications equipment.
- Experience working with outside vendors to diagnose and resolve phone system issues.
- Ability to assess business communication needs and recommend appropriate technical solutions.
- Ability to manage inventory of communications equipment, supplies, and tools.
- Knowledge of Microsoft operating systems, including Windows 10 and Windows Server (2008–2019).
- Strong interpersonal skills with the ability to work effectively with all levels of technical and business staff.
- Excellent verbal and written communication skills with diverse audiences and technical skill levels.
- Ability to collaborate as part of cross-functional technical and professional teams.
- Demonstrated ability to work independently, prioritize tasks, maintain schedules, and adapt in challenging situations.
Education and Experience:
- Minimum 4 Year / Bachelors Degree Telecommunications or related field; equivalent experience will be considered.
- Minimum of 3 years of telecom/infrastructure experience.
- Cisco related Telecommunications experience required.
Certifications & Licenses:
- Cisco and related telecommunications certifications preferred.