Telecommunications Analyst

Beth Israel Lahey Health, Inc.; Boston (MA); On-site; USD 96,432,000 - 129,770,000; Full time

Job summary

Beth Israel Lahey Health is seeking a Telecommunications Analyst to support a multi-vendor, multi-platform telecom environment. You will configure the phone system, manage call routing, and assist with new technologies under the Telecommunications Architect.

The role requires 5–8 years of telecom experience, a high school diploma or GED, and Avaya certifications are preferred. It includes off-hours support and on-call rotation to ensure uninterrupted critical communications services.

Qualifications

• High School diploma or GED is required.
• Associate's degree preferred.
• 5–8 years of related telecom experience required.

Responsibilities

• Routinely communicates with the Telecom System Manager and others regarding department functions and status of programs, services, and financial objectives.
• Work to maintain Telecom Department SLA timelines for call backs, installations, and problem resolutions; accurate ticket reporting.
• Participate as a technical member of the Telecommunications work team; assist with installations and with planning/operational management; monitor daily requests in tracking systems and complete requests for system configurations.
• Primary responsibility is proper configuration of the phone system; configure call forwarding, call routing, voice menus, and call recordings; program ACD agents and skills; design workflow solutions with end users.
• Mentor entry level Telecom Associates; manage telecom projects and supervise work of Telecom Associates and Contractors to ensure quality of work.
• Request assistance from the Telecom Architect for difficult work; manage small projects; work independently or in teams on multidisciplinary projects.
• Facilitate resolution of alarms/outages by debugging, coordinating with vendors, testing, and delivering parts as needed.
• Maintain critical communications services in emergencies and be available off hours for major installations, upgrades, outages, and on-call rotation.

Skills

Advanced technical computer skills

Education

High School diploma or GED

Associate's degree preferred

Job description

When 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.

Essential Duties & Responsibilities

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 systems.
• Preferred Qualifications & Skills: Avaya Certifications.

Pay Range: $33.65 - $45.29 The 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/Disabled. At Beth Israel Lahey Health, we are driving the change in health care that Massachusetts wants and needs. Our culture promotes continuous learning, growth, innovation and a sense of belonging. We make it a priority to offer comprehensive compensation and benefits and help you achieve a healthy and balanced life. While you're busy caring for and supporting our patients, we take care of you.