Network Services Telecom Engineer

Community College of Philadelphia

Philadelphia, PA

ID: 7062178
Posted: November 6, 2019
Application Deadline: Open Until Filled

Job Description

General Description
The Network Services Telecom Engineer ensures LAN/WAN continuing functionality and maintains all network telecom technology. Responsibilities include the configuration, installation, maintenance and administration of the Avaya PBX systems and all applications. Responsible for day-to-day system monitoring, troubleshooting, and moves/adds/changes/deletions to phone circuits and devices. The Network Services Telecom Engineer responds to all related incident reports and request tickets, or escalates as appropriate, to ensure timely resolution and closure with proper documentation. This position provides direct support to the College’s user community in support of operations; troubleshooting network and telecom problems, working with third party providers, assisting in the selection and evaluation of products and vendors related to the phone system and handling day-to-day administration of the College’s telecom network.

Specific Responsibilities
• Monitor and maintain network telecom systems stability and availability as defined by accepted service level agreement; utilizing problem solving skills to restore service to the Network Operations Center.

• Configure, install, and maintain local and wide area network hardware, software, and telecommunications services such as network software applications, servers routers, switches, firewalls, load balancing devices, VPN devices, media gateways, cabling and circuits.

• Evaluate local area network hardware and software requirements and capabilities; making recommendations and escalating issues to vendors and management, as needed.

• Communicate with other departments to resolve software, hardware, and operations problems; providing support for all network servers and associated telephony applications.

• Troubleshoot, repair, and upgrade all network telecom components, devices and wiring closets.

• Establish proper technical documentation; troubleshooting procedures, and maintaining the database and mapping for all network telecom configurations.

• Develop and implement backup and recovery methods and procedures for all telecom servers and applications.

• Perform and ensure data backup across the College’s telecom network and applications.

• Develop and implement a monitoring procedure for all telecom devices including traffic analysis, availability, downtime, number of service calls related to the network, and average time to resolve.

• Work cross-functionally with internal teams, including Facilities operations, Safety and Security and 4ITSupport to ensure customer/client satisfaction, service, expansion and support are provided as required.

• Maintain the awareness and knowledge of key industry/vendor technologies and trends to ensure optimal use of resources.

• Assist in the planning and design for new and/or expansion/upgrade of all network telecom projects and participate in the installation to meet the College’s requirements.

• Analyze all wiring closets, on a regular basis, to keep the networks as enhanced as possible.

• Maintain databases for network configurations.

• Manage on-site warranty service vendor visits for cost efficiency.

• Attend all team meetings.

• Deliver quality customer services to both internal and external constituents in a professional helpful and courteous manner.

• Other duties as assigned.

Minimum Qualifications
• Associates degree in Information Technology or related field required. Any and all degree(s) must be from a regionally accredited institution of higher learning.

• Four (4) years’ experience in the hands-on installation, configuration and maintenance of an Avaya based telecommunications VOIP environment required.

• Demonstrated knowledge of Avaya media gateway servers, voice mail system, call accounting and reporting, Call centers and ACD design, including voice circuitry, scripting and VOIP.

• Expert knowledge of Avaya Communications Manager (Avaya Aura Platforms) required.

• Extensive knowledge of Avaya CS1000 and Avaya Contact Center (AACC) required.

• Strong customer service orientation and the ability to collaborate well with others required.

• Excellent problem-solving ability and troubleshooting skills in network operations required.

• Well organized with excellent documentation skills.

• Ability to maintain sensitivity, understanding and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds required.

Preferred Qualifications
• Bachelor’s degree in Computer Science or related discipline preferred.

Work Location Main Campus
Special Instructions to Applicants
*Interested persons should complete an online application.

*Cover letter of interest and resume REQUIRED.

*Names and contact information of 3 professional references OPTIONAL.

Review of applications will commence on November 11, 2019 and will continue until the position is filled.

Applicants must be legally eligible to work in the U.S.

Community College of Philadelphia is an Affirmative Action, Equal Opportunity and Equal Access Employer. The College encourages applications from individuals from traditionally underrepresented groups.


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