Reason: Additional Staff

Department: 16M00 Advisor Transitions

Job Category: Information Technology

Job Title: Communication Services Analyst

Duties:

• As an Analyst, your main responsibility will be troubleshooting voice and video conferencing issues across the Home Office campus and Branch locations.
• You will work closely with Engineers to test new technology solutions and operationalize those steps for problem resolution and outage situations.
• You will apply specialized domain knowledge to monitor, assess, analyze, and evaluate processes and data.
• Furthermore, based on experience, analysis, and knowledge, you will make judgments and recommendations.

Essential Duties and Responsibilities:

• Performs break/fix and move/add/change work related to voice and video conferencing issues in the firm while following established guidelines but must also be able to use judgment and skills to take the best line of action.
• Consults with users to determine needs, make recommendations, and build solutions.
• Analyzes problems with voice and video conferencing services and systems to recommend and implement solutions.
• Tests solutions to ensure they meet firm standards and user requirements.
• Documents all new and modified processes, procedures, and solutions for support teams.
• Creates technical documentation and maintains currency and accuracy.
• Monitors and responds to automated alerts, incident and request tickets, and changes related to branch or home office voice and video conferencing systems.
• Provides support and user administration for voice and video conferencing systems.
• Provides maintenance and troubleshooting support, including patches, upgrades, and hardware.
• Provides support and training to users in the firm on the use of voice and video conferencing equipment and services.
• Leads vendor dispatch to remote locations for testing, repair, and troubleshooting equipment, circuits, and services.
• Contributes to automation and process improvement efforts for voice and video conferencing technologies.
• May lead small projects or support project work.
• Performs other duties and responsibilities as assigned.

Skills: Knowledge of:

• Soft phone (Zoom Phone).
• Video conferencing (Zoom Meetings/Webinars, Zoom Rooms).
• Call Center (Verizon Contact Center, NICEinContact).
• Turrets (Speakerbus).
• Hoot and Holler (Speakerbus).
• Ticket systems (ServiceNow).
• VoIP implementation and support, including IP Phone/trunks and IP networking.
• SIP protocol.
• Video transport protocols H.320 and H.323.
• ISDN architecture and implementation.
• Basic cabling infrastructure.
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Skill in:

• Troubleshooting
• Application administration and support.
• Creating and maintaining technical documentation.
• Contributing to process improvement efforts.

Ability to:

• Identify and understand issues, problems, and opportunities; compare data from different sources to draw conclusions.
• Clearly convey information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
• Use effective approaches for choosing a course of action or developing appropriate solutions; recommend or take action that is consistent with available facts, constraints, and probable consequences.
• Demonstrate a satisfactory level of technical and professional skill or knowledge in position-related areas; remain current with developments and trends in areas of expertise.
• Develop and use collaborative relationships to facilitate the accomplishment of work goals.
• Make internal and external clients and their needs a primary focus of actions; develop and sustain productive client relationships.
• Handle escalated or complex break/fix and move/add/change situations as required.
• Work a non-standard shift, including nights and/or weekends, or may have on-call responsibilities.