- Microsoft Access
- Software troubleshooting
- Communication skills
- Microsoft Excel
REPORTS TO: IT Supervisor LOCATION: Missoula FLSA STATUS: Non-Exempt
The Senior Telecom Engineer is responsible for maintenance, programming, troubleshooting, monitoring and supporting the phone systems, voicemail systems and recording systems. The incumbent also provides telecom support to employees. This position generates several monthly telecom reports as well as other miscellaneous duties as outlined below.
The incumbent is expected to communicate professionally with peers, supervisors, subordinates, vendors, customers, and the public, and to be respectful and courteous in the conduct of this position.
ESSENTIAL JOB FUNCTIONS:
Essential job functions include the following. Other functions may be assigned as business conditions change.
Programs, maintains, supports and completes backups for the AVAYA phone system, AVAYA Modular Messaging, Audiolog voice recording system, and all offsite IP based phones / systems.
Daily checks all phone systems, hold music, voicemail, PBX log and traffic to ensure functionality
Supports supervisors with their monthly phone reporting
Monitors daily traffic on T1, SIP, and ACD calls / update & change trunk routing as required
Develop and programs all 800#s and corresponding ACD paths and message boxes to the correct ACD agent groups
Completes moves and extension changes for employees
Develops and documents all phone scripts
Solves problems with T1's/SIP lines and sends repair requests
Backup support for PC including connectivity, software, and hardware (HelpDesk)
Lead for Telecom support: troubleshoots problems with phones, voicemail, and recording, orders all phone equipment and does limited phone repair and replacement
Assigns long distance codes for employees
Update / Change Phone directories, maps, & extension database as needed
Maintain / Update Linux based conference bridge, Issue Login / Passwords as necessary
Contribute to the daily workflow with regular and punctual attendance
Work as a team with other Allegiance Telecom Engineers.
NON-ESSENTIAL JOB FUNCTIONS:
1. Performs phone related software and operating system tests.
2. Performs related or other assigned duties as required or directed.
PHYSICAL WORKING CONDITIONS:
Physical requirements are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting 60% Reaching Some Standing 20% Manual Dexterity High Walking 20% Telephone Yes Kneeling Some Computer Screen High (visual acuity corrected to 20/30) Bending Some Lifting up to 50 pounds
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Education: College Degree in Information Systems or related field in the absence of equivalent work experience.
Certification(s) Required: None.
Minimum Experience: Ten years current experience in a job involving phone systems and system support or telecom industry preferred.
Other Qualifications: Working knowledge of phone systems, Linux, Word, Excel, Access, DOS, Windows NT and any other programs necessary for user support.
Ability to learn aspects of the claims processing software as is necessary for user support and running reports.
Effective oral and written communication skills.
High level of interpersonal skills to work effectively with others.
Ability to project a professional image and positive attitude in any work environment.
Ability to comply with privacy and confidentiality standards.
Ability to be flexible, work under pressure and meet deadlines.
Ability to solve problems with professionalism and patience.
Ability to operate typical office equipment.
Working knowledge of general office procedures.