Telecom Specialist

Summary of responsibilities: Provide front-line technology support for end-user telecommunication requests.Additions, moves, and changes for phones, extensions, and voice mail accounts. Assist staff, faculty, and students with telecom-related systems and concepts. Under the guidance of the Telecom Analyst or Senior Telecom Analyst assist with maintaining CRECs telecom infrastructure. Identify and repair component problems on phones. Install and support end-user telecom-related hardware/software according to CRECs policies and procedures. Utilize CRECs help desk ticketing system to identify and service user requests. Work with suppliers and vendors to troubleshoot, repair, and maintain CRECs telecom infrastructure including hardware and circuits. Maintain awareness, knowledge, and skills in the latest trends in telecommunications by participating in department-provided training opportunities and independently working to keep abreast of trends in telecommunications and technology. Provide end users with training on using CRECs telecommunications equipment and systems (phones, smartphones, softphones, voice mail, etc.). This includes creating documentation that instructs end users on how to use CRECs telecom system and components. Provide support and training to CREC technology support personnel that will enable them to provide the first line of support for basic telecom issues and requests. Performs other related duties as assigned. This role may also be assigned responsibility to assist with end-user computer support similar to the roles of Technician, Technology Specialist 1, and Technology Specialist 2. Collaborate with other technology staff to diagnose, problem-solve, and resolve technical issues. Follows CREC policies and administrative regulations, particularly around data confidentiality and the safe, legal, and ethical use of digital information and technology. Must know how to use line toners, punch-down impact tools, cable crimpers, phone handsets (linemans butt set), and other telecom tools. Frequent travel to and from locations across Connecticut is required. This travel is typically to/from various CREC locations. The employee will be required to provide his/her transportation (mileage reimbursement is provided). Qualifications / Experience Requirements and Preferences, for Posting: Experience administering and supporting Avayas Communication Manager operating system is preferred. Must be knowledgeable and experienced with networking concepts and terminology. Must have an understanding of and experience supporting telecommunications hardware, infrastructure, history, carriers, circuits, cabling, service and support, and major telecom vendors. Basic understanding of networking concepts and network infrastructure such as UPS, servers, routers, switches, wireless access points, and infrastructure cabling. Call center experience preferred (such as understanding vectoring). General understanding of information technology and telecommunications related concepts which include: Desk phones, Smartphones, VoIP, analog and digital phones, PBX systems, Voice mail, Linux, Windows OS, Zoom, Teams, server technology, and virtual systems. Personal Computers - Laptops, desktops, tablets, Chromebooks. Software packages Patch management Cloud services (i.e. Google Suite, Office 365, hosted phone services) Cybersecurity Experience using a service, support, or Help Desk ticketing system. Excellent follow-up, communication, interpersonal skills, and customer service skills are required. Excellent written and verbal communication skills. Ability to work in a fast-paced environment and meet deadlines. Ability to maintain confidentiality. Capable of independent problem-solving, research, and troubleshooting. Good organizati nal, scheduling, and time management skills are required with the ability to multitask and prioritize multiple responsibilities. The position requires a high level of independence at times as well as the ability to work as a member of a high-performing team. Work is performed mostly in office and school settings.Occasional work outdoors in seasonable climates and indoors with and without HVAC conditioning. At least six months of experience supporting phone systems and telecom infrastructure is preferred. Conscientious about fully completing tasks accurately. Demonstrates ownership and initiative towards achieving quality results. To access the job description and salary range please click https://www.crec.org/careers/jobs.php.