Telecommunications Analyst

Beth-Israel-Lahey-Health; Boston (MA); On-site; USD 96,449,000 - 129,774,000; Full time

Job summary

Beth Israel Lahey Health in Boston, MA is seeking a full-time Telecom Analyst to install, maintain, and tune Telecommunications software and hardware. You will configuration the phone system, route calls, manage voice menus, and program ACD agents to meet user workflow needs.

You will mentor junior staff, manage small telecom projects, and collaborate with the Telecom Architect to implement new technologies. On-call rotation and off-hours support may be required.

Qualifications

• Education: High School diploma or GED required.
• Associate's degree preferred.
• Experience: 5-8 years related work experience required.

Responsibilities

• Routinely communicates with the Telecom System Manager and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.
• Work to maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions. Responsible for accurate ticket reporting.
• Participates as a technical member of the Telecommunications work team, assisting with technical installations as required, as well as with planning and operational management.
• Primary responsibility is for the proper configuration of the phone system. Able to configure call forwarding, call routing, voice menus, and call recordings. Ability to program ACD agents and skills.
• Oversees and meets with end users to design solutions for their workflow requirements.
• Mentors entry level Telecom Associates. Manages telecom projects and supervises the work of Telecom Associates and Contractors.
• Requests assistance from the Telecom Architect for difficult or complex work requests or projects. Manage small projects and work independently or in multidisciplinary groups.
• Facilitates resolution of alarms/outages within the Telecommunications Systems by debugging, vendor coordination, testing, and parts delivery.

Skills

Advanced technical computer skills

Education

High School diploma or GED

Associate's degree preferred

Tools

Avaya Certifications

Job description

Boston, MA • Beth Israel Lahey Health • Full-time • DayWhen you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.Under the direction of the Manager of IT Infrastructure and within established hospital, clinic, and department policies and procedures, support Telecommunications activities in a multi-vendor, multi-platform environment. Responsible for the installation, maintenance, and tuning of Telecommunications software and hardware. Provides technical assistance to the Telecommunications Architect for the installation of new technologies as well as providing next level support to Telecommunications Associates. Consults with the Manager of Telecommunications Services on specific matters requiring clarification, interpretation, or exception to standard policies and procedures.Job Description:Essential Duties & Responsibilities including but not limited to:1. Routinely communicates with the Telecom System Manager and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.2. Work to maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions. Responsible for accurate ticket reporting.3. Participates as a technical member of the Telecommunications work team, assisting with technical installations as required, as well as with planning and operational management. Also, monitors daily work requests in tracking systems and completes requests for system configurations.4. Primary responsibility is for the proper configuration of the phone system. Telecom Analysts are expected to be able to configure call forwarding, call routing, voice menus, and call recordings. Ability to program ACD agents and skills. Oversees and meets with end users to design solutions for their workflow requirements.5. Mentors entry level Telecom Associates. Manages telecom projects and supervises the work of Telecom Associates and Contractors working for the Telecommunications Department to ensure quality of craftsmanship or to verify and approve the installation of new services and equipment.6. Requests assistance from the Telecom Architect for difficult or complex work requests or projects. Will be required to manage small projects and must be able to work independently or collaboratively in multidisciplinary groups (construction projects, move projects, complex installations, etc).7. Facilitates the resolution of alarms/outages within the Telecommunications Systems by implementing advanced debugging processes, including consulting with vendors, initiating internal testing procedures, running reports as directed by management or coordinating the delivery of parts to specified locations either in person or by courier.8. Responsible for maintaining critical communications services in emergency situations and must be available off hours for major installations, upgrades, outages, and on-call rotation.Minimum Qualifications:Education: High School diploma or GED required. Associate's degree preferred.Experience: 5-8 years related work experience required.Skills, Knowledge & Abilities:Advanced technical computer skills as required for technical support specific to functional area and related systemsPreferred Qualifications & Skills: Avaya CertificationsPay Range:$33.65 – $45.29The pay range listed for this position is the base hourly wage range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law. Compensation may exceed the base hourly rate depending on shift differentials, call pay, premium pay, overtime pay, and other additional pay practices, as applicable to the position and in accordance with the law.As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) as a condition of employment.More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.Equal Opportunity Employer/Veterans/DisabledJob detailsEmployment: Full-timeHours/Week: 40Shift: DayCategory: Operations & SupportPay Range: $33.65 - $45.29FLSA: Non-ExemptReq ID: JR101493