SAG-AFTRALos Angeles, CA
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Full Time Job
The Telecommunications Engineer oversees the organization's telecommunications strategy, including maintenance and support of the Cisco environment. This role develops implements and maintains policies and procedures for installing, troubleshooting, repairing and maintaining telecommunications equipment. In addition, this position also manages and supports tickets, as well as the mobile device strategy and account administration.
ESSENTIAL DUTIES & RESPONSIBILITIES:
(This section provides a general summary of the most significant job duties performed. It does not explain in detail every single duty performed.)
-Sets and oversees the organizational telecommunications strategy, including management of phone system, fax lines and mobile devices.
-Oversees administration and upgrades to phone system.
-Manages vendor relationships and contracts, including Cisco, Dimension Data, AT&T.
-Oversees and maintains the Cisco phone system, including managing patches and upgrades.
-Manages helpdesk tickets, including adds, removes and changes, and basic to intermediate troubleshooting.
-Manages mobile phone accounts and orders, and assigns devices.
-Configures, troubleshoots and/or wipes wireless devices, and assists with management of wireless accounts with the carrier.
-Communicates changes to phone system and system outages to stakeholders.
-Sets appropriate metrics for managing team performance.
-Manages staff, including assigning work tasks, development and engagement.
-Develops standard operating procedures and service level agreements.
-Installs, configures and troubleshoots desktop voice applications.
-Establishes Incident and Request Management procedures to setup and configure new VoIP phones, headsets and/or applications.
-Monitors, troubleshoots and/or performs basic configuration changes for telecommunications systems and equipment to include: hands-on changes and/or troubleshooting of Cisco voice ports, voice gateways, PSTN trunk lines and PRI circuits, 110 punch blocks, 66 punch blocks, tone-testing, traffic analysis, or any other voice-related system, tool, application or equipment.
-Works with UC vendors to resolve and/or research complex issues to find solutions.
-Tests new software and hardware options.
-Develops and maintains process and system documentation.
-Orders and logs telecommunications equipment
-Secures and performs inventory of telecommunications equipment, including telephones, wireless devices and headsets.
-Performs other duties as assigned.
REQUIRED KNOWLEDGE, SKILLS & ABILITIES:
(The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of this job with or without reasonable accommodation, using some other combination of skills and abilities.)
-Must be a strategic thinker with experience in developing and implementing telecommunications solutions to the meet organization's needs.
-Excellent analytical and problem-solving skills and follow through.
-Strategic as well as detail oriented.
-Ability to prioritize tasks and work under pressure.
-Strong customer service and excellent interpersonal communication skills, both verbal and written form.
-Good organizational skills, and able to manage and prioritize tasks.
-Superlative interpersonal skills: High degree of patience and tact, and must be able to cultivate respectful, strategic, and collaborative relationships with people from diverse backgrounds; both internally and externally.
-Hold yourself and others accountable for a high level of performance and integrity.
-Must be able to work in a challenging environment where constructive feedback from others is encouraged.
-Have an understanding and awareness of worker rights impacting SAG-AFTRA members.
-Must maintain regular and acceptable attendance at such level as is determined at SAG-AFTRA's sole discretion.
-Must be available and willing to work extended hours per day or per week, including weekends and holidays, as SAG-AFTRA determines is necessary to meet its business needs.
-Must be available and willing to travel to such locations and with such frequency as SAG-AFTRA determines is necessary or desirable to meet its business needs.
Education and/or Experience:
-Bachelor's degree preferred, or equivalent experience.
-5+ years' recent Cisco VoIP background and telephony experience required.
-Strong experience with call processing, signaling, dial plan administration, phone feature configuration, directory services, telephony operations, and provisioning required.
-Experience working with vendors and contract negotiation required.
-2+ years' management experience preferred.
-Experience working with telecom carriers preferred.
-Experience with Oracle Service Cloud a plus.
Certificates, licenses, and/or registrations:
-Cisco Call Manager, Unity and CCX certification or training a plus.