TITLE Telecommunications System Administrator
CLASSIFICATION NUMBER 5035
IMMEDIATE SUPERVISOR Coordinator, Telecommunications
The Telecommunications System Administrator administers translations on the University’s Avaya PBX media server, processing moves, adds, and changes on stations and equipment, keeps telemanagement records current, and generates wiring work orders for voice, data, video, cable TV, and security applications. The position assists with administration of the PBX media server and voice messaging systems including voice extensions, subscriber mailboxes, backups, reports, and automatic call distribution (ACD) software. The Telecommunications System Administrator advises departments regarding solutions and costs related to their telecommunication requests, has direct communication with telecommunication service providers and University faculty, staff, and students, and may supervise part time and student workers.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A high school diploma or the equivalent is required; a degree in Telecommunications is preferred.
Experience: Three years of system administration experience in a large digital voice communications environment is required. Experience working with data and wireless communications is preferred. Experience with Avaya PBX media server and voice messaging systems is preferred.
Skills: Effective customer service skills and the ability to assist in training on the use of the PBX media server and voice messaging systems features/functionality are required. Effective interpersonal, verbal, and written communication skills are required. The ability to manage and prioritize multiple, concurrent projects while meeting aggressive deadlines is required. The ability to work independently as well as collaboratively with little supervision is required. Accuracy and reliability are required. The ability to work with database applications is required. A strong understanding of PBX media server programming, features, automated attendant, inbound/outbound call center, call vectoring, system monitoring, audio conferencing, and telecommunications equipment, including customer premise equipment, is required. A demonstrated understanding of carrier-based communications provisioning and protocols in both public switched and private telecommunications networks is required. Intermediate computer skills and knowledge reliability are required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. Familiarity with headsets is preferred.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Provides responsive system administration for the University's PBX media server and voice messaging systems by recommending appropriate software additions and changes to departments and instructing users in the use of equipment and utilization of system features and applications.
2. Prepares work orders to technical specifications via the telemanagement software package for moves, adds, and changes of all voice, video, and data, applying system software changes to effect work order requests as appropriate, coding and updating telemanagement software with equipment and premise distribution, creating CAD premise information, and coordinating with technicians to complete work order requests requiring installation, wiring, or other field work on a timely basis.
3. Administers the telecommunications system by establishing call coverage paths, automatic call distribution groups (ACD), announcements, class of restriction (COR), class of service (COS), paging, music-on-hold, and authorization codes and assisting with administration of exchanges, numbering plan changes, and system trunking.
4. Ensures security and proper utilization of resources by analyzing department equipment and line configurations to determine the most effective use of the media server equipment.
5. Assists with system administration of the University voice messaging system by
serving as a technical resource for programming, alarm resolution, traffic reports, and system upgrades, developing and administering voice messaging programming procedures, providing end-user training, and producing and analyzing traffic reports to show use of disc space, port usage, and the current number of mailboxes.
6. Administers complex translations to the PBX media server related to voice messaging, ACD, and vectoring by coordinating, programming, and training customers on major changes to their voice communication service involving ACD groups and situations requiring call vectoring, compiling traffic data from the PBX media server and voice messaging systems in order to provide accurate traffic reports to ACD group customers, and educating clients through personal contact on the use of media server features and voice device considerations that best meet the departments needs.
7. Manages inventory and assures that departments are accurately charged for
telecommunications equipment and services derived from work orders and trouble tickets by maintaining an adequate supply of inventory for moves, adds, changes, and repair work and maintaining accurate records of items placed or removed from inventory by updating the telemanagement software package.
8. Provides assistance and support to the University’s off-site locations, utilizing Plexar services, traditional telecommunications services, and key-system administration.
9. Helps to maintain a directory database, including E911 information, which contains telephone numbers, their location, persons assigned to each number, and related information by updating the dataset module of the telecommunications software package.
10. Supports Computer Services by serving in the capacity of a switchboard operator on an as-needed basis.
11. Facilitates rapid response to telecommunication service calls by receiving trouble calls, reporting them to the appropriate telecommunications network agency for resolution, and verifying that telecommunication services have been restored.
12. Assists with monitoring nuisance calls by utilizing procedures and programming, working with victims and the Public Safety Office and police department to determine the source of the calls, and interacting, if necessary, with the University’s local service provider and/or long distance (LD) carriers.
13. Processes vendor invoices and verifies charges are accurate.
14. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
15. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by the Telecommunications Service Coordinator.
16. Contributes to the overall success of Computer Services by performing all other duties and responsibilities as assigned.
The Telecommunications System Administrator is supervised by the Coordinator, Telecommunications and may supervise part-time and student workers.
OFFICE OF HUMAN RESOURCES
REVISED FEBRUARY 2020