Engineer I, (Telecom)

Position Summary:

The Engineer I, Telecom works on Telecom projects and helps to develop, implement and maintain policies and procedures for installing, troubleshooting, and repairing telecommunications equipment. This engineer evaluates, designs, implements new technologies, and performs administrative functions to support and enhance the Avaya phone system and all related components within the call center environment. This individual will work as a team member to collaboratively assist and provide supports to users. This position will be sharing on-call responsibilities, and will need to work off-hours as required.

Essential Functions:

· Examines new telecom technologies and offers suggestions regarding telecom technologies

· Performs system-level design and configuration of products

· Performs proactive maintenance and helps in setting system monitoring, reducing equipment failure and incident response time

· Produces drawings and design documents such as routing plans, connectivity, system configuration, network maps, and disaster recovery

· Develops instructions, guidelines, standards and /or policies

· Provides subject matter expert expertise to for Telecom equipment

· Documents and inventories telecom equipment

· Installs, sets up, and troubleshoots application related to telephone or connected to telephone systems, such as CTI Pop-up application

· Seeks resolution to Tier I/II work orders escalated through the IT Support Process

· Develops and publishes monthly production statistics, as directed, to report on system performance

· Installs cable and wiring for testing telecom related equipment

· Carries out tasks for telecom projects to include vendor project management, as assigned

· Provides administration and support of telephone and related system to end-users

· Performs helpdesk functions as needed

· Performs other duties as assigned

Education and Experience:

· Bachelor’s degree in a technology related field required, or four (4) years of related work experience accepted in lieu of education required

· Five (5) years of extensive hands-on telephone system experience in a call center environment is required

· Five (5) years of Avaya or equivalent VoIP technology is required

· Working knowledge of network switching/routing related to IP Telephony technology

· Experience with routing and switching, firewalls, IP/VPN networking, VoIP, wireless architectures and protocols desired

Summary of Qualifications:

· Proficient in MS-Office and MS-SQL for business data analysis

· In-depth understanding of existing and emerging telecom technologies

· Good customer service, troubleshooting and analytical skills

· Ability to prioritize multiple tasks and to meet deadlines

· Good understanding of networking, TCP, UDP, IP protocol is a required

· Strong interest of IT technology

· Proficient in database – able to read, understand, and write simple SQL queries

· Ability to proactively communicate with others and to assimilate and understand information in a manner that consistent with job functions

· Works as a team to achieve department and individual goals; supports management, unit, and team to accomplish company objectives

· Must be able to work, or be on call after hour as assigned

· Must adhere to company’s policy and all security standards

Work Environment/Physical Demands:

· Work is in an office environment, sustained posture in a seated position for prolonged periods of time; works with computer equipment for prolonged periods of time

· Some stress may occur

· Travel is not generally required

· This position reports to an assigned Manager and supervises no one

We are an equal opportunity employer. CardWorks will do a thorough background check for all hires. This includes a review of your personal credit history, drug testing, background check, and employment/personal references. A good credit history is important.

#INDHP

Job Type: Full-time

Pay: $57,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Work Location: One location