Telecom Analyst

At HTC Global Services our consultants have access to a comprehensive benefits package. Benefits can include Paid-Time-Off, Paid Holidays, 401K matching, Life and Accidental Death Insurance, Short & Long Term Disability Insurance, and a variety of other perks.

Job Title: Telecommunications Analyst

• Main Function: Applies advanced knowledge of principles, theories, and industry practices and standards to opportunities within the organization.
• Responsible for programing, analyzing, designing, implementing and supporting critical voice network equipment, telecommunications infrastructure and services.

Education/Experience:

• 2 year degree in telecommunications or related field with 4 years experience working closely with Nortel/Avaya PBX systems.
• Certifications or additional experience can be substituted for the 2 year degree requirement. Must have good working knowledge with client & server hardware and software. Microsoft suite of products including Windows OS, MS Office 365, preferred. Must have good communication skills and a pleasant personality. Previous experience in a customer service position required.

Essential Duties:

• Program and supports all aspects of computerized applications in the Telecommunications department, including but not limited to Spk Enterprise Communication systems, Vocera wireless communication badge system, Tapit Nova call accounting system, Avaya IP Office, Xima Reporting & Call Recording, Avaya Call Pilot, Avaya CS1000 PBX, Avaya Communication Manager and the Skype for Business Conferencing.
• Implement new releases of software. Report problems during test phase to vendor. Coordinate installation of software patches/fixes with TIS Technical personnel.
• Develop, maintain, test, business continuity procedures. Document, communicate, and train users on proper use.
• Act as a backup for the Telecommunications Manager as required.
• Work directly with Clinical teams to plan, program, coordinate and integrate nurse call systems and clinical alarms through Spk Messenger to staff specific devices.
• Train users on the appropriate use of the hardware devices and software applications including but not limited to Vocera, In-house pagers, Spk Mobile, Smart Web, eNotify, Avaya IP Office, Xima Reporting & Call Recording, Skype for Business Conferencing. etc.
• Acquire and maintain a basic understanding of the functions of user departments in order to effectively relate user requirements/problems to technology-based solutions.
• Meet with users on a regular basis and discuss problems or concerns regarding the application.
• Function as a consultant to user departments in benefit achievement and work flow changes necessary to utilize the host of Telecommunications systems efficiently and effectively.
• Perform problem determination for the systems. Work with the appropriate vendor and I.S. technical personnel to troubleshoot and resolve problem.
• Train users on the appropriate use of the hardware devices and software applications including but not limited to Vocera, In-house pagers, Spk Mobile, Smart Web, eNotify, Avaya IP Office, Xima Reporting & Call Recording, Skype for Business Conferencing, Avaya Call Pilot, Avaya CS1000 PBX, Avaya Communication Manager.
• Stay abreast of current technology by attending periodic training on features/functions available in new releases of the software. Work with management to justify/plan new releases.
• Function as a security officer performing activities such as adding/deleting users and providing/restricting security for application functions to users as appropriate.
• Produce reports/queries and metrics to communicate with business leaders and ensure efficient business operations.
• Assist with the development and testing of Disaster Recovery plans.
• Maintain multiple application specific database dictionaries.
• Develop procedures necessary for the appropriate use of the systems based on the work processes and guidelines of the user groups.
• Learn and practices quality principles for continuous improvement in all work processes in which s/he is involved.