Senior Telecom Specialist
As a member of the Campus Technology Services division at Yale University, the Telecommunications Team manages the communications infrastructure enabling Yale’s mission of research, teaching, preservation of knowledge and clinical care. The Telecommunications Team supports multiple modes of telephony throughout the campus including on-premise and cloud-based VoIP, as well as a legacy PBX environment, emergency communications equipment, several complex call centers and end-devices connected by softphones.
This position carries out a wide range of responsibilities effecting the telecommunication services of Yale University:
- Coordinates activities relating to the phone system design, repair, installation, maintenance and billing for all customers of telecommunication services.
- Oversees administrative activities and coordinates the scheduling of vendors when necessary.
- Reports and monitors the status of service orders and updates telecom documentation.
- Processes telecommunication service requests within Pinnacle and ServiceNow to coordinate new installations, repairs and other billable functions of our department.
- Updates databases and internal documentation when changes to our service offerings or processes change.
- Supports other modes of communications deployed throughout the campus – including elevator, alarm lines, emergency and public safety.
- Provides support to physical plant, facilities or other ITS teams that require information about Yale buildings/properties when infrastructure activities are taking place to ensure our services are not interrupted as a result of their work.
- Leads a unit or function, including overseeing and coordinating projects or work processes, and distributes the work of a minimum of two full time employees.
- Plans and coordinates installations and repairs projects based on independent interpretation of blueprints and other documents. Diagnoses equipment malfunctions.
- Repairs voice and data equipment.
- Establishes time and cost estimates.
- Maintains accurate records of staff hours and materials used.
- Reports and monitors service order changes.
- Maintains and repairs telecommunications systems and equipment according to manufacturer recommendations and specifications.
- Selects course of action for the reconfiguration networking and paths of voice and data circuitry to ensure optimal and appropriate data transmission.
- Trains, instructs, and provides guidance for regular, student, or temporary workers in their duties.
- Performs other duties as assigned.
Required Education and Experience
Eight years of related work experience, six of them in the same job family at the next lower level, and a high school level education; or six years of related work experience and an Associate's Degree; or two years of related work experience and a Bachelor’s Degree; or an equivalent combination of education and experience.
Required Skill/Ability 1:
Operational experience supporting Cisco Unified Communications Manager, Packaged Contact Center Enterprise, Session Initiation Protocol and similar technologies.
Required Skill/Ability 2:
Ability to track and facilitate multiple tasks concurrently, while properly prioritizing and accurately completing them in a customer-facing and highly available environment. Ability to resolve technical problems independently.
Required Skill/Ability 3:
Exceptional written and oral communication skills in the development and maintenance of documentation –including system planning, deployment, training, inventory, procedural and business continuity materials.
Required Skill/Ability 4:
Demonstrated understanding of several networking protocols, terminology and components such as: OSI Model,DHCP and DHCP Options, DNS and DNS record types, packet captures and identification of SIP, SCCP and RTPtraffic and firewall rules and ACL’s.
Required Skill/Ability 5:
Proven understanding of the following VoIP protocols, terminology, and components such as: SIP. H.323, SCCP,MGCP UNISTIM; RTP and the signaling protocols are used to establish an RTP session; Codecs; Network qualitymetrics such as packet loss, delay, jitter and MOS score; and CUCM, CUC, CUBE, VGs and DSP farms.
Preferred Education, Experience and Skills:
Four years of hands-on and technical leadership experience supporting an enterprise-level VoIP environment of at least 5,000 lines. Demonstrated planning and operational experience supporting emergency communications services – including kiosk calling stations and alarm lines. Experience in relationship management.
Weekend Hours Required?
Evening Hours Required?
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: email@example.com.
Yale University is a tobacco-free campus