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Avaya Telecom Analyst II in Chesapeake, VA at Beacon Health Options

Date Posted: 1/7/2019

Job Snapshot

Job Description

About The Position:

The Telecom Analyst II position assists supports, monitors, tests, and troubleshoots hardware and software problems pertaining to Telecom. He/she utilizes advance knowledge of Beacon specific systems and works directly with the end user and functional area support team to identify and resolve issues. The Telecom Analyst II should be familiar with standard concepts, practices, and procedures within a particular field. He/she will supports Beacon in the test and implementation of new telephony technologies as they become available and will be responsible for Business Recovery and new Service Center implementations.  

This position requires a Statement of Public Trust

Position Responsibilities:

  • Support and maintain the operation of all voice communications systems so as to minimize downtime. 
  • Troubleshoot voice or data circuits and open and track trouble tickets on down circuits
  • Interface with appropriate carriers to ensure resolution
  • Perform necessary programming to provide ACD routing of toll free services, including the interface to IVR equipment. 
  • Interface with vendors and end users to ensure routing is established properly
  • Perform advanced moves, additions and changes
  • Perform traffic analysis and recommends changes to voice and/or data infrastructure. Recommendations based on considerable research, analysis and experience in voice and data traffic utilization.
  • Work with Telecom Engineer to implement new telephony technologies, including VoIP and CTI technologies. 
  • Coordinate maintenance and enhancements to the telecommunications equipment with the appropriate vendors as required under limited supervision.
  • Determine appropriateness of moderate equipment changes or modifications.
  • Responsible for Move, Adds and Changes of telephone equipment/ACD routing/toll free services and general programming, to include proper tracking of such equipment and system changes.
  • Maintain and support Call Accounting software and hardware.  Will use call accounting software to provide usage reports on landline phone extensions and traffic analysis of voice circuits.
  • Responsible for the management, ordering and tracking of new telephony orders, pre-existing telephony services and disconnections of any telephony services.
  • Perform routine and complex PBX software moves and changes.
  • Interact with other operational departments to ensure all telecommunications needs are met per end user requirements.
  • Creates and maintains documentation on IT processes.
  • Interface with various telecommunications vendors to ensure that request are met in a timely manner, and ensure quality of service.
  • Track telecommunications equipment and peripherals.
  • Answers all user requests for support within recognized Service Level Agreements (SLA’s)
  • Under general supervision of a more senior analyst/technician performs basic telephony equipment moves, additions and changes using a combination of phone system interface commands and includes performing cross connections at the main and intermediate distribution facilities.
  • Reviews, analyzes and maintains ongoing records of telecommunications usage and equipment ensuring compliance of corporate policies.  May require the interpretation of polices and procedures.
  • Maintains current knowledge of industry trends and products.

Position Requirements:

  • 4 years experience in a Telecom Analyst or Data Networking ​role

To Apply:

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Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment.  EOE/AA/M/F/Veterans/Disabled