Telecom Engineer

Date:

Job Description Form

(This form should accompany all promotion requests and job evaluations)

Job Title:

Telecom Engineer

Band:

11

Line of Business:

Shared Services

Business Unit:

Information Technology

Manager Title:

(job reports to)

Manager

For HR Use Only

FLSA: US Only

Exempt

Non-Exempt

EEO Code: US Only

Primary Role - (overview and overall purpose of job)

The Telecommunication Engineer role is primarily responsible for executing day-to-day support activities within the global telecommunication Support and Operations Team, including Teams collaboration services and related voice calling and teleconferencing infrastructure. May also support mobile phone services, audio conferencing and meetings, audio visual infrastructure, InContact call center routing, and other related telecommunication services as necessary.

This role will interface directly with Solenis end users and is responsible for ensuring successful resolution of client issues or requests. Frequent collaboration with external vendors and partners is expected and this role is responsible for gauging our service providers against SLA s and escalating poor service issues as needed.

Key Accountabilities/Essential Functions of the Job - Please list up to six major responsibilities and duties in a logical order for the position. (Use typical sentence structure: implied subject/verb/object/explanatory phrase .) These would include any on-going activities (can be daily, monthly or annual) that constitute at least 5% - 10% of the position s time.

Please exclude any one-time special projects or activities assigned to the incumbent and not the position .

Key Accountabilities/Essential Functions of the Job

% of Time Spent

Resolve issues and requests with Teams voice and meeting collaboration technology and services, including dial-in conferencing, desk\conference phones, and PSTN interfaces. Work with external service providers where necessary.

60%

Proactively investigate service quality of Teams by using built-in quality reporting and conducting weekly service reviews with partners as necessary. Recommend changes to configuration, process, architecture to improve service quality for Solenis users.

10%

Provide support for mobile phone questions and issues not related to billing.

10%

Support audio-visual technology and conference room technology.

10%

Manage the InContact call center routing application.

10%

Qualifications (minimally required education, work experience, knowledge and licensure/certifications)

Education

Bachelor s degree in computer science, engineering, or related technical filed.

Experience

Knowledge

Licensure Certifications

Technology certifications for Skype\Teamsvpreferred (Avay, Cisco, et al are also relevant).

Travel Requirement (percent of time spent traveling for work)

General Work Environment

Office environment

Skills: Behavioral Technical (add any Behavioral or Technical skills that apply to this position)

Ability to quickly troubleshoot technical issues and drive fast resolution time.

Collaborative with technical team and other business colleagues to drive successful operational and project outcomes.

Strong desire to own issues and requests until successfully resolved. Customer service centric approach to service.

Job Scope Information - If part of the position, provide the scope amount for the most applicable measurement for the position.

Measurement

Amount

Number of countries/geographies in sales territory

Operating Budget

Project budgets (average size) - if applicable

Number of sites

Supervisory/Management Scope - Indicate if the position has supervisory responsibilities and if yes, provide the number of direct and indirect reports (employees supervised by direct reports).

Does this position manage employees

No

Number of Direct Reports

0

Total number of employees managed (both direct and indirect)

0