Systems Administrator # JN -072018-40873

Madison, WI

Post Date: 07/13/2018 Job ID: JN -072018-40873 Industry: Customer Service / Data Entry / Admin / Clerical
  • Unified Communications/Telecommunications (UCT) team provides high-quality voice and data communications technologies to all staff and facilities. The UTC team is responsible for coordinating the operations and maintenance of the departments voice and data systems
  • In addition to the technology support, the UCT team is also responsible for vendor management, understanding/utilizing portals & other systems to leverage efficiencies, inventory management, and the accurate billing of services rendered to its customers
  • This position will join the ISD team as a Skype/VoIP contractor to assist in the daily operations of the team. The telecom team is currently staffed by two full time employees the migration to Skype for Business/VoIP has increased the operations workload due to the change in technology. We expect that this trend will continue for the next 2 years as we migrate all of the sites to Skype for Business
  • The main focus of this position is to assist with the daily operations of the Skype/VoIP environment. This includes Operations, Documentation, and telecom billing

This position is responsible for
  • Planning/Coordination of line inventory
  • Planning/Coordination of line inventory changes with vendors
  • Development of systems documentation
  • Identification of site equipment requirements and assist with ordering
  • Assist in the development of end user, call centre and DTC training
  • Equipment shipment & deployments
  • Device inventory control/updates
  • Assist in the implementation of the new Billing process.

The candidate we seek will be
  • Trustworthy Follow through with customers and deliver what is agreed to
  • Customer focused ability to engage end users and to politely troubleshoot and respond to them and resolve business problems
  • Excellent communicator part of the above one, needs to be able to communicate and interpret customer requests and guide them to appropriate solutions and configuration
  • Experienced trainer as well as development of documentation
  • Project management skills a plus

Services we provide:
  • Consultation and advice to customers with respect to telecommunications by:
    • Consults with and advising customers regarding telecommunications concepts, standards and services and the selection and effective use of telecommunications equipment and services
    • Researches, reviews, analyses, and determines customer business requirements and future needs via collaboration; developing options and cost proposals, business cases and recommendations for efficient, cost effective solutions to customers including advising on the impact of change from one system to another
  • Provide technical expertise and support to customers with:
    • Phone equipment support (Audio Codes IP Phones, Polycom Conference IP phones, Speaker phones, ISDN Handset)
    • Configuration, Installation, and support specialized equipment. (Accommodation due to disability or specific business requirement.)
    • Analyse features of existing, new and emerging telecommunications technology and assessing applicability / compatibility
    • \Automatic Call Distribution/Interactive Voice response systems
    • Response group configuration
    • Hunt group configuration
    • Boss Delegate configuration
    • Voice Mail Support
    • Audio Conferencing
    • International calling
    • Service changes
    • Client issued mobile device procurement/replacement
    • Mobile device plan administration and management
    • Wide Area Network billing
    • Installs, repairs and programs individual VoIP phone sets or other VoIP equipment
    • Procures, configures, and deliver individual services/devices (VoIP, Skype, Mobile, ISDN, Analog, Centrex, POTS)
    • Ensure that assigned device(s) at the client site is configured, installed, tested and operational
    • Identify problems and errors as they occur and log all such incidents in a timely manner with the required level of detail
    • Take full ownership for managing the incident to resolution within the service level conditions
    • Analyse requests and incidents to ensure service level agreement (SLA) times are met
    • Analyse, document, and recommend improvements and mitigation plans for incidents and service requests that exceeded SLA
    • Engage/escalate tickets with vendor in a timely manner
    • Develop, maintain, and review knowledge documentation
    • Review complex changes that involve consideration of overall systems/telecom architecture.
    • Attend to user satisfaction-related escalations to ensure satisfactory closure
    • Provide effective communication services and advice by maintaining knowledge of telecommunications, network equipment and related technologies
    • Analyse features of existing, new and emerging telecommunications technology and assessing applicability / compatibility
    • Train individuals, and groups regarding proper use of the phone features/equipment, phone queues, etc

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