Telecom and Infrastructure Administrator

Function

Primary responsibility is the administration of the telecommunications systems, including end user management, implementation of phones and mobile devices, troubleshooting of issues/errors for phones and mobile devices, telecom vendor management and telecom invoice processing. Secondary responsibility is assisting with management of and troubleshooting of issues relative to the infrastructure in general, including hands-on support of servers, software applications, networking hardware and ancillary systems.

Duties and Responsibilities

Procurement, Configuration, Installation, Upgrades, Replacements

• Avaya RED Telephone Sets
• Mobile Devices (smartphones, tablets)
• Mobile Device Management System
• Avaya Aura Messaging System
• Avaya RED Telephony Servers
• PBX Programming
• Data and Voice Circuits
• General Infrastructure Servers, Software Applications & Networking Hardware
• Peripheral infrastructure systems, including AV equipment

Service Desk Tickets

• 1st level of escalation for telecom and infrastructure tickets
• Retrieve and assign all Help Desk issues for Telecom
• Provide the first level support and coordinate the resolution of the issues
• Tickets for Phones, Mobile Devices, Telecom Hardware/Software
• End user management (moves, adds, changes, deletions)
• Troubleshoot and provide solutions to complex hardware/software problems.
• Back-up to Desktop Support Technician as needed

Proactive monitoring

• Usage, Uptime, Connectivity, Performance
• Security settings and remediation
• Look for opportunities to work more proactively and less reactively with a goal of continuous improvement. Find ways to get ahead of issues rather than reacting in order to resolve them when they occur. Identify ways in which to better monitor and/or improve the systems and applications you are responsible for in order to increase system and application stability and up-time.
• Invoice Processing & Budgeting
• Take an active role in managing vendor relationships and analyzing internal processes in order to reduce expenses and/or increase efficiencies in support of continuous improvement. Assist with the research for and preparation of annual budgets and process all invoicing, ensuring accuracy, with all assigned vendors.
• Assist in developing policies pertaining to the communications environment.
• Work with each department as necessary to maintain knowledge of those departmental functions that are performed on the in house computer systems.
• Ensure that written procedures are documented for all assigned functions and are updated as needed.
• Participate effectively and efficiently when assigned tasks in support of IT related audits, penetration tests, security assessments and disaster recovery exercises.
• Perform additional duties as assigned.
• Continually develop a full understanding of the LAN/WAN.
• Keeps professional skills up to date and consistent with current technology.
• A high energy individual who can multi-task and work well in stressful situations.
• Must be technically oriented and have excellent analytical, organizational and communication skills.

Qualifications and Education Requirements

Work Experience

• Minimum of three years telecommunications and/or infrastructure experience required. 
• Working knowledge of telecommunications protocols, VoIP technology, call center technology, mobile device management and cabling required.
• Broad range of network and telecommunications knowledge and experience.
• Working knowledge of Windows based network architectures and protocols.
• Strong knowledge and understanding of server and PC hardware and software..
• Proficient in performing, break/fix, installations, and upgrades.
• Analytical Skills - process flow analysis, systems analysis.
• Ability to learn and apply new technologies effectively.
• Ability to diagnose technical problems quickly and develop effective solutions.
• Ability to explain technical problems and fixes from the user’s perspective.
• Strong customer service, troubleshooting, problem resolution and analytical skills developed and applied in a technical environment.
• Proficient in Microsoft Office Applications
• Excellent oral and written communication skills required.
• Experienced professional requiring little supervision.
• Ability to follow up on assignments, and complete tasks in a timely manner
• Process management experience/certification preferred (ITIL/MOF).
• Experience with VMWare, Exchange and Citrix environments preferred.

Education

• High School Diploma required. 
• Avaya certification required.
• Associates degree or higher preferred or equivalent work and education related experience.
• Mobile Iron experience preferred.
• MCSE/MCTS certification preferred. CCNA Certification preferred