Great HealthWorks
  • 28-Sep-2020 to Until Filled (EST)
  • Telecommunications
  • Fort Lauderdale, FL, USA
  • Full Time

Medical & Prescription Drug, Dental, Vision, 401-k, Paid Time Off, Telemedicine, Group Life and ADD&D, Voluntary Life and Dependent Insurance, Short-Term Disability, Long-Term Disability, Accident, Critical Illness, Preferred Legal Plan, Health Savings Account, Holiday Pay, Employee Assistance Program, and Exclusive Discounts and Special Offers


Great HealthWorks is a vertically integrated, direct response marketing company, engaged in the marketing, sales, and distribution of premium natural health-related products and supplements through all forms of media. We are committed to the health and wellness of our consumers and fully dedicated to extraordinary service for our customers. 

Summary

The Telecommunications Administrator is responsible for technology engineering, support and administration of On-Premise and Cloud technologies for voice; including telecommunications software, hardware, and firmware for business users as well as local and remote call center agents. 

Key Responsibilities

  • Create and configure user accounts (as an escalation point)
  • Maintain on-premise and cloud phone system for different departments and products
  • Upgrade technical specifications
  • Critically evaluate and interpret technology issues; asses and/or resolve end-user, desktop, server, platform, voice, or network issues
  • Responsible for moves, adds, and changes within telecommunications platforms
  • Act as support for applications and components system software
  • Provide hands-on assistance and troubleshoots all phone equipment failures and service issues
  • Monitor telecommunications Service Ticket queue for new or open service requests
  • Evaluate and submit phone system needs via Service Desk
  • Place phone equipment orders, and verify, organize and sort deliveries of ordered equipment
  • Maintain telecom profiles for in-house, virtual agents, and new employees in all voice applications and platforms
  • Operate call detail recording equipment and programs for all telephone extensions
  • Configure alerts and monitoring tools, applications, and servers
  • Constantly monitor (with tools, applications, and reporting) telephony systems related to: QoS, Jitter, Packet loss, dropped calls, service levels, server availability, service availability, and drive availability, etc. and then uses these tools to deliver approved service levels to the business
  • Perform daily checkups/maintenance/support of all telephony applications and platforms
  • Provide training and technical expertise on usage of phone equipment and software
  • Work with business users to implement acceptance test plans to ensure that product meets customer requirements and expectations
  • Work with vendor engineers to diagnose and resolve various system issues
  • Rotates on-call schedule with other engineers
  • Perform other duties as assigned by management

Minimum Experience, Education and Qualifications

  • A high school/general education diploma required
  • Certification in computer science or relevant field a plus
  • 2+ years of previous experience working in the Telecommunications or similar field.
  • Previous experience supporting call center environments preferred
  • Previous experience inspecting network traffic from a voice perspective a plus
  • Experience with formal change management
  • Experience using software applications (like Visio) to build network and telecom diagrams a must

Knowledge, Skills and Abilities

  • Working knowledge of SAN environments, a plus
  • Ability to read SIP messaging
  • Working knowledge of Cisco Call Manager, UCCX, InContact, Asterisk and Kamaillio/OpenSIPS
  • Knowledge of wire shark or similar products
  • Ability to anticipate issues and escalate quickly

EOE, DFWP

Great HealthWorks
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