Telecommunications Systems Administrator

PRIMARY PURPOSE: Configures, deploys, and provides support to Wings Financial CUs phone solutions, supporting systems, and phones. Support for National Contact Center related telephony applications. Also supports telecommunication vendor relationship for Wings Financial. Supports all company provided cell phones and personal phones managed via MDM.

ESSENTIAL FUNCTIONS include the following. Other duties may be assigned.

• Responsible for and oversees maintenance of Wings Financial CUs main phone system and interaction between computer systems (This includes but not limited to user adds-moves and changes, performance monitoring, security monitoring, patch updates, maintenance, backups, third party integrations, and identifying and solving problems).
• Responsible for maximizing uptime of phone infrastructure hardware and software. This includes supporting a high availability solution.
• Responsible for maintaining National Contact Center software, including upgrades, problem troubleshooting, and end user administration.
• Assists in installing software patches or updates to all phone equipment in a timely manner.
• Provides and implements timely resolution to all phone system technical issues. Escalates issues that cannot be resolved quickly.
• Audit all telephony related platforms to upgrade, patch, replace, or repair as required.
• Keeps accurate records and provides necessary notification to other departments of equipment/software being repaired, replaced, retired, or upgraded.
• Documents and maintains all procedures for which this position is made responsible.
• Develop and maintain positive working relationships with all users, and the IT staff.
• Remain current with company-wide system enhancements of software, hardware, and networking communications.
• Works with hardware and software vendors for warranty and repair concerns.
• Main point of contact issues with setting up new and removing users on the organizations telephony systems.
• Order, maintain and setup of Wings Financial Company supplied mobile devices.
• Maintain vendor relationships for all telecom voice service providers. This includes addressing outages, upgrades, and changes.
• Provides SME level support and/or testing for telecommunication related projects.
• Analyze telephone records for accuracy and provide reporting and phone data delivery for data analytics and call forensics.

EDUCATION and EXPERIENCE

• Associate’s Degree (AA) and three (3) to five (5) years’ related experience in maintaining an Avaya PBX phone switch and phones or equivalent combination of education and experience. Knowledge of Microsoft software preferred.
• 3 to 5 years’ experience in Avaya PBX system support, experience supporting modern SIP protocols, Windows Operating Systems, Microsoft Office products (Word, Excel, Access, and Outlook), Avaya Call Center Express, Infortel Select, Apple iOS and Android OS.
• Applicable VoIP Certifications, such as Avaya Certified Implementation Specialist, a plus.
• Critical thinking and problem-solving skills, including Root Cause Analysis.
• Excellent documentation skills and ability.
• Very strong customer focus and relationship skills; ability to work with all levels of employees.
• Ability to work a flexible schedule.
• Good time management and prioritization skills.
• Ability to work independently and use good judgement with general supervision.
• Valid driver’s license and reliable transportation for local travel. Some travel is required both local and nationwide.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)