Telecommunications Engineer (Hybrid)

Job Title: Telephony System Engineer Level 3

FLSA Status: Non Exempt

Reports to: Director of IT Infrastructure

Department: Information Technology

Summary:

Responsible for the maintenance, configuration, and reliable operation of the Genesis Phone system. Install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs of the organization. Actively resolve problems and issues with call flows, phone number issues, phone number ordering, phone system setup, creating call flows, and working closely with the Call Center Management team.

Functions and Duties

A. Process incoming IT service requests.
1. Responsible for the maintenance, configuration, and reliable operation of the Proctor phone system.

2. Install and upgrade components, software, and integrate

3rd Party apps where applicable.

3.Configure and support the call flows for each client.

4.Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure

5.Verify regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.

6. Lead desktop and helpdesk support efforts, making sure all phone applications and related equipment problems are resolved in a timely manner with limited disruptions.

7. Responsible for capacity and storage planning for phones, software, voip connections, did’s, 800 numbers.

8. Responsible for working with CTech on configurations and changes to the Telephony system.

B. Provide computer technical support to end users
Independently analyze and solve phone problems (hardware, software, network access) Responsible for maintaining current phone desktop software and inventory for the IT department. Assist in development of all software and hardware policies. Control and manage software and hardware policies. Coordinate all physical user moves with department supervisors.

C. Performs adds, moves, changes, terminations
1.Create new ID’s.

2.Reset Passwords.

3.Terminate ID’s when needed.

D. Troubleshoot hardware related problems

1.Servers

2.VOIP Communication.

E. Maintain customer relations.

1. Update customer with pertinent work order status changes.

2. Ensure all customers’ concerns are addressed.

3. Positively impact IT customer relations by proactively working to identify and address sensitive issues.

4. Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.

F. Support Software applications

1.Genesys Platform

2.Various Communications products

3.Proprietary Applications, contact center, ICBM

4.Have the ability to research problems through reading documentation

G. Directly service customer requests that are with in the scope of the Telephone Support Engineer.

H. Review practices and procedures of Help Desk

1.Analyze work order repository for patterns.

2.Train IT staff members on Call tracking.

3.Facilitate status reports and customer communications.

I. All other duties as required.

II.HUMAN RELATIONS AND PERSONAL SKILLS

A. Effective communication skills.

1.Articulate, business-like and friendly demeanor.

2.Strong written skills for documentation and reporting.

3.Strong verbal skills to explain both technical and lay issues to peers and user community.

4.Good listening skills.

5.Ability to defuse situations.

6.Flexible and efficient.

7.Ability to handle multiple tasks.

8.Adaptable to changing environment and workload.

B. Motivation, Organization and Professionalism

1.Self motivated and able to work with minimal supervision.

2.Perceived as approachable.

3.Work well under pressure/deadlines.

4.Strong dedication to professionalism.

5.Strong organizational skills.

III. Physical Requirements Necessary on a Regular Basis:
Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and ability to lift to 50 pounds and use basic tools in support of hardware installations and removal. Ability to use personal computer and software applications Vision sufficient for use of a computer monitor. Working Conditions associated with an Office Environment

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

We are an equal Opportunity Employer, and we are dedicated to providing employment and advancement opportunities for minorities, disabled and veterans pursuant to its affirmative action plan.

Job Type: Full-time

Pay: $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Troy, MI 48098: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• call configuration: 1 year (Preferred)
• IT Infrastructure: 1 year (Preferred)
• Microsoft Visio: 1 year (Preferred)
• Genesys Phone System: 1 year (Preferred)

Work Location: Hybrid remote in Troy, MI 48098