BASIC FUNCTION:As part of M&T's Technology Infrastructure the Telecommunications Analyst will identify telecommunications requirements, recommending, designing and implementing more efficient approach to telecommunications.RESPONSIBILITIES:Consult with clients to analyze existing telecommunications voice business processes. Propose opportunities to improve service. Participate in the installation of accepted proposals, integrate the new services into existing systems and coordinate large relocations and/or changes. Provide operational documentation for problem determination, diagnose active problems and provide direct assistance to clients, help desk and technicians. Support the Engineering group in testing and implementation of new voice products and features. The position has daily responsibility for managing assigned work, equipment orders, and problems including status tracking, coordination of services and communication with vendors, internal support groups, the client, departmental administrators, and management. The position is responsible for insuring all activities are in compliance with internal policies, procedures, and standards. Provide on-call support for major voice problems and support installations that occur after hours, including nights and weekends. Train business units in the use of telephones, voice mail, and other telephone system features.BASIC QUALIFICATIONS:Excellent written and verbal communications skills with the ability to interact with all levels of technical, personnel, clients and vendors.Strong analytical skillsThree (3) to five (5) years telecommunication experience.Bachelor’s degree or better in Information Systems related field or 5 years Telecommunications related experience. Possess a thorough knowledge of voice & data networking architectures and business best practices. 2-3 years experience with Cisco and/or Nortel phone programming 2-3 years of strong customer service experience Excellent PC knowledge /experience Strong MS Office (Excel, Word etc.) 2+ years technical lead/project management experience 4+ years operational/technical support experience (second/third level)IDEAL QUALIFICATIONS: Thorough knowledge of network systems utilized within the Bank.Understanding of IEEE/TIA/EIA wiring standards for voice and data cabling.The incumbent is responsible for analyzing the business needs and future plans of the Bank to identify telecommunications requirements.The position interacts on a regular basis with the personnel responsible for integrating and monitoring telecommunication services offered.Strong organizational abilities Demonstrated abilities working in team environments Possess the ability to support Telephony software and hardware platforms. Experience working with Windows 2000/2003 server administration Experience working with Microsoft Exchange 2000/2003 Ability to communicate and train clients of all levels of management and or experience on telephone and voice mail system usage Experience with Cisco Call Manager, Unity and IPCC administration products. Experience with Nortel PBX programming and administration.
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