• IT Telecom Administrator

    Job Locations US-MO-St. Louis
    Requisition ID
    2018-26877
    Category
    Information Technology
  • Overview

    IT Telecom Administrator, Information Technology


     


    The IT Telecom Administrator is a technical position responsible for managing the installation, configuration, support and maintenance of the telecommunications systems for our supported dental offices. Those services include includes: telephone, internet, network, wireless, television, credit card and internet radio equipment.  As a member of the Telecom team, you will be addressing customer/vendor issues as well as troubleshooting and resolving telephone hardware and software issues involving our supported offices. The Telecom Administrator is responsible for responding to reported issues involving the installation and maintenance of phone systems, VoIP PBX, voice mail, networks, and voice-recording systems. This role will also act as a project lead and assist with special projects.


    Heartland Dental proudly supports 800+ dental offices and more than 10,000 team members across the country.  We are hard-working, fun-loving and fast-growing – looking for our next perfect fit!


     


    To give you an idea of the team structure, you will work on a team with two other telecom administrators, reporting to the IT Office Integration Manager.

    Responsibilities

    Below is an overview of the duties and responsibilities you would take on in this role:



    • Provides primary support for VOIP and PBX phone systems, call-recording and voice mail systems, including call accounting, ACD, and attendant console support

    • Works closely with vendors, network monitoring services, and with all telecom carriers on support issues, solution analysis and phone line infrastructure

    • Maintains documentation on phone systems, call recording systems, providers, and wide-area network maintenance

    • Ensures service levels are met for network and equipment availability, this includes notifying client community of maintenance tasks and when problems occur

    • Coordination of voice/data service installations for our supported offices

    • Verification that equipment is installed and configured correctly

    • Evaluation of existing services to determine value, quality of service and upgrade recommendations

    • Focus on and maintain awareness of broadband and telecom technology advancements and options

    • Manage the issue resolution lifecycle for all equipment and service issues within our supported offices.  This process may require interaction with the service provider as well as a third party vendor.

    • Communication of service issue resolution status to all stakeholders of an incident

    • Provide primary Voice and Data Telecommunications support to ensure the operation of the RingCentral VoIP cloud platform

    • Install, inspect, repair, and maintain all internal voice and data switch assets, including equipment, cables, and wires

    • Independently review work orders and layout sheets, building plans, floor plans, circuit schematics and descriptions, and manufacturers’ technical guidance to select equipment and circuits required.

    • Ensure all technical devices, computers, telecommunications components and devices are operational for use. Demonstrate and explain features and proper use of all new equipment installed to support office team members.

    • Review and update telephone switch configurations with phone roster information for all employees

    • Ensure that telephone configuration documents are updated as changes are made, and backups are performed after the changes

    • Install, maintain, and configure voice-over Internet protocol (VoIP) telephones

    • Troubleshoot, test, and monitor commercial telecommunication circuits to ensure connectivity

    • Provide support for client departments on specific requests and/or programs

    • Perform voicemail support to customers to include mailbox setup and password reset

    • Manage all work through documentation process, including use of ticket management system

    Qualifications

    Minimum Requirements:



    • Associates degree in IT related field or equivalent experience

    • 1 year or more of experience in telecommunications, information technology or networking, including standard PBX and VOIP systems

    • Knowledge of technical details of how equipment functions

    • Knowledge of computers, telephone and cable equipment, and network protocols

    • Knowledge of internet connectivity, installation & maintenance

    • Strong communication skills, both oral and written in order to effectively interact with customers/stakeholders, service providers and third party vendors

    • Proficient documentation skills

    • Ability to work under pressure, especially in emergency situations

    • Ability to work with confidence in a fast paced environment under limited supervision

    • Ability to prioritize with good time management skills

    • Ability to work within a team and provide excellent customer service

    • Attention to detail with good organizational capabilities

    • Strong problem solving skills and ability to think outside of the box


    We put our people first at Heartland Dental, and that shows in our generous benefits package.


     


    Company retains the sole discretion to change the duties of the position at any time.


     


    We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.


     


     

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