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Job Location (Full Address):300 Science Pkwy, Rochester, New York, United States of America, 14620Opening:Worker Subtype:RegularTime Type:Full timeScheduled Weekly Hours:40Department:100110 University IT / CTSWork
UR - DayRange:UR URG 109 HCompensation Range:$27.16 - $38.03The referenced
represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.
Leads the technical support that ensures stable and continuous service for faculty, staff, students and clinicians whose business functions rely on voice, data or video services in a 24x7 environment. Maintains expertise in and mentors others on current telephony and network technologies. Analyzes, triages, designs, installs, upgrades, monitors, tests and repairs telephone, data and video systems, as well as manages cable plant, switch rooms and CER's.
Oversees contractors, vendors and other technicians. Programs telephone system features and functionality. Produces and updates voice and data system and process documentation.
Diagnoses and resolves complex voice and data issues. Provides training to other technicians. Assists with developing strategies and implements process changes to support new voice, data and video technologies and infrastructure.
Builds out new and upgrades existing telephone system infrastructure. Manages vendors to ensure appropriate planning, scheduling and acceptance testing.
Programs telephone system features and functionality. Produces and updates voice and data system and process documentation. Develops and maintains network and cable design documentation and databases.
Coordinates activities including tag, test, splice and move. Updates cable plant infrastructure and ensures integrity of the databases. Manages daily dig requests with various departments.
Rotates through positions providing triage, project leadership, warehouse management, critical team support and on-call responsibilities. Monitors user-generated service and trouble tickets. Monitors and evaluates normal and critical workloads and allocates and/or reallocates resources as needed.
Follows escalation procedures and demonstrates exemplary communication skills. Interacts with a cross-section of teams to support daily activities. Trains and mentors technicians in telephone system software programming.
Advocates for customers and recommends process changes as appropriate. Diagnoses and resolves complex voice and data issues and provides training to other technicians. Reviews daily alarm logs and resolves first and second level system problems.
Updates technical documentation. Completes preventive maintenance routines, such as voicemail maintenance, power system diagnostics, and battery plant. Maintains spare parts inventories with input from engineers.
Serves as escalation for service interruptions associated with voice services, voicemail, paging, cellular and computer network. Handles high visibility situations and critical customers using effective negotiating and exemplary customer service skills. Develops strategies and implements process changes to support new voice, data and video technologies and infrastructure.
Builds out new and upgrades existing telephone system infrastructure. Manages vendors to ensure appropriate planning, scheduling and acceptance testing. Works closely with engineering and cable plant to ensure proper procedures and processes are executed.
Completes monthly voicemail maintenance and reports daily on system health. Resolves voice and voicemail system emergencies and serves as escalation to technical resources working after hours in on-call rotations. Participates in the on-call rotation.
Completes billing information and coordinates with peers to manage and procure inventory levels. Maintains cable plant documentation. Follows identification standards for cable connections including CER line card documentation.
Keeps abreast of current telephony, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities. Other duties as assigned. MINIMUM EDUCATION & EXPERIENCEHigh School diploma or equivalent and 5 years of practical experience, including previous technical experience, requiredAssociate's degree preferredOr equivalent combination of education and experienceKNOWLEDGE, SKILLS AND ABILITIESSafe use of hand tools and test equipment requiredAbility to work in confined spaces, such as closets, ceilings, crawl spaces, pipe chases and mechanical rooms requiredExceptional customer service skills, including outstanding verbal and written communications skills and ability to diffuse difficult situations requiredMA 4000, NEAX 2400, 9300 and 9500 Installation & Maintenance preferredACD-MAT preferredUM8700 (voicemail) Administration & Maintenance preferredAdvanced problem solving techniques, including ability to troubleshoot telephony and network issues remotely preferredDemonstrated project management skills preferredLICENSES AND CERTIFICATIONSValid New York State driver's license requiredTelemanagement system certification or equivalent training upon hire preferredCable management system certification or equivalent training upon hire preferredThe University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better.
In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics).
This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.