Telecomm Tech III

Opening

Full Time 40 hours Range URG 106 University IT / CTS

Schedule

8 AM-5 PM

Responsibilities

GENERAL PURPOSE:

Provides advanced technical services that ensure stable and continuous service for faculty, staff, students and clinicians whose business functions rely on low-voltage or wireless services in a 24x7 environment. Maintains expertise in current telephony and network technologies, as well as an understanding of how those services support administrative, academic and clinical operations across the enterprise. Demonstrates professionalism, technical expertise and the ability to manage customer service expectations. Responsibilities include following established escalation procedures and maintaining appropriate levels of communication to customers and the organization, especially during critical situations. A valid NYS driver's license is required.

JOB DUTIES AND RESPONSIBILITIES:

• Performs voice and network installation work, including advanced level service requests such as physical installations, rearrangements or removals of telephony, data and LAN equipment using a wide variety of sophisticated measuring and analytical equipment, tools, instruments, computers, test meters, gauges and blueprints. Installs and documents the University's cable plant and connecting equipment. Maintains working knowledge of wide range of systems and technologies. Leads the work of others, including contractors, and creates a simple work site schedule that involves completing tasks within a described time line.

• Manages and documents daily service generated trouble tickets (JIRA). Troubleshoots service interruptions and participates in maintenance activities, including urgent and emergency technical problems associated with the computer network. Completes trouble ticket repair descriptions to provide billing evidence. Handles problems using effective negotiating and exemplary customer service skills and escalates to a lead technician or the manager when necessary.

• Completes billing information and manages inventory stocking tasks. Maintains accurate cable plant documentation. Follows identification standards for cable connections, including CER line card documentation. Follows equipment and vehicle tracking protocols and informs junior team members of same. Completes software programming of phones for daily and project related work.

• Works collaboratively on a team and responds proactively to Engineering and Project Manager site-specific instructions. Updates cable plant records and interprets CAD drawings and applies them to the required locations. Manages vendors in switch rooms, both at the University and at offsite locations. Uses sound technical judgment in decision making when faced with unique customer situations. Assists with developing training for new team members.

• Provides direction and mentoring to junior-level technicians. Demonstrates skill sets by hands-on training. Provides escalated level of communication to various groups within University IT including Engineering, Project Managers, Designers and Triage.

• Rotates through positions that provide project leadership, warehouse management, critical team support and on-call responsibilities. Completes overtime and after-hours system upgrades, emergencies and customer requests as required.

• Reviews and follows daily delivery schedules for products and recyclables. Completes deliveries and pick-ups as required, following established security practices. Responds to warehouse scheduling anomalies caused by peak work demands or unexpected staff shortages as directed by senior team members.

• Plans efficient daily delivery schedules for products and recyclables. Completes deliveries and pick-ups as required following established security practices. Responds to warehouse scheduling anomalies caused by peak work demands or unexpected staff shortages.

• Keeps abreast of current telephony, network and LAN technologies through continuing education, journal review, web searches, on the job training and formal seminar opportunities.

Other duties as assigned.

QUALIFICATIONS:

• High School diploma or equivalent required

• Associates Degree in related field preferred

• 2 years of practical experience in the building and/or maintenance of electronic instruments, apparatus and/or equipment required

• or equivalent combination of education and experience required

• Safe use of hand tools and test equipment. Physical ability to climb ladders, lift up to 50 pounds and transition through a variety of workspaces throughout the day required.

• Ability to work in confined spaces, such as closets, ceilings, crawl spaces, pipe chases and mechanical rooms preferred.

• MA 4000 preferred

• ACD-MAT preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University's mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $20.92 - $29.29 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.