Telecommunications Technician II Grade D

Clerical and Technical generic job description

Job Family: Technical Support
Job Code: 747

Representative duties:

Installs, moves, and modifies telecommunications and related equipment according to job order specifications, standards, and procedures
Diagnoses equipment malfunctions. Repairs voice and data equipment
Establishes time and cost estimates. Maintains accurate records of staff hours and materials used
Reports and monitors service order changes
Maintains and repairs telecommunications systems and equipment according to manufacturer recommendations and specifications
Oversees, instructs and coordinates activities of staff
Performs additional functions incidental to technician activities

The job duties listed above are representative and characteristic of the duties required and the level of the work performed in the job title. The duties will vary from incumbent to incumbent in the job title.

Required knowledge:

General knowledge, high school level; detailed but narrow knowledge in one or several work-related areas; general acquaintance with broader field of knowledge
Journey-level knowledge of craft or trade

Required skills:

Extracts and compiles a range of data from written sources, from individuals by asking questions, or from one or several given databases, limited interpretation of data
Use of one or several standard reference works
Screens complex, technical or specialized literature for referral
Writes simple internal memoranda, fills out complex forms
Regular skilled use of more complex machines; including word processors or personal computers; responsible for basic troubleshooting and repair or manipulation of data using published software

Office and administrative skills:

Keyboards letters, memos and other moderately complex material
Enters and retrieves data from semi-finished source documents on a personal computer, requiring both some interpretation of the source documents and a basic understanding of software parameters
Advises, screens and refers callers and visitors

Experience, education, and formal training:

Four years of related work experience, two of them in the same job family at the next lower level, and a high school level education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education.

Complexity and organization:

Wide variety of complicated job tasks requiring coordinating numerous processes/methods
Often coordinates or organizes the work of others

Interpersonal relations:

Ongoing involvement outside immediate unit.
Offers or obtains specialized information and provides assistance on general matters
Officially represents someone, whether a supervisor, faculty member, or the University

Supervisory guidelines:

Work may or may not be reviewed
Incumbent plans and schedules own work and/or the work of others based on the understanding of broadly defined objectives and priorities, supervisor reviews work after completion
Instruction provided only in very rare instances

Independent judgment

Established procedures/policies govern many work situations
Regular exercise of independent judgment or initiative
Problems solved by choosing solutions from among several alternatives that are not necessarily governed by established procedures

Impact and consequence of error:

Work often has significant impact both on more than one department and outside the University
Errors are difficult to recognize and correct and can cause considerable harm or financial loss to individuals, departments, and the University, or to other individuals and groups

Working conditions:

Occasional possibility of safety risks
Regular, multiple or conflicting demands, deadlines, emergencies, or time pressures
Regular sustained concentration
Considerable physical effort or a high degree of fine finger or hand dexterity

Example 1

General purpose:

Carry out a wide range of responsibilities affecting the telecommunication services of the University. Responsible for coordinating activities relating to telephone system design, installation & maintenance for departments within the Medical School. Oversee administrative activities & the scheduling of vendors and consultants. Coordinate the activities of University departmental telephone coordinators. Familiarity with the operation of a computerized telecommunications system.

Essential duties of position:

Has direct responsibility for the preparation of Telephone Service Requests (TSR) in an on-line tele management system
Oversee maintenance and integrity of written records, dept. files and data. Has direct responsibility for the input/output to the on-line computer controlling the database of the XXXXX Center integrated voice and data system. Provide quality control while monitoring these systems
Interface with vendors, technicians and switch room supervisor to coordinate on-site installation work for internal customers. Performs programming functions to update, modify and improve existing systems
Perform on-site inventories. Verify resulting inventory records and submit to departments. Oversee on-site work in areas of system design, inventory and end-user training
Oversee the on-going Telephone Coordinator Program and develop and refine forms, methods and procedures. Analyze and recommend appropriate system design, service order work & peripheral systems
Function as primary liaison between the school and the Telecommunication Department for system design and training. Develop and oversee in-service training for departmental Telephone Coordinators
Coordinate the numbering plan for new buildings in the Center or buildings off campus to be occupied by Yale personnel
Design, and oversee the installation and training of personnel in the use of specialized equipment such as Automatic Call Distribution and Norstar Systems
Present reports after analyzing telephone system output data. Track system use of telephone numbers, circuit cards and line equipment assignments
Provide a full range of support service, including daily monitoring for potential system errors and failures. Format, edit and proofread correspondence and reports

Experience and training:

Four years of related work experience, two of them in the same job family at the next lower level, and high school level education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education
Familiarity with the basic operations of a computerized telecommunications system and previous experience in a telecommunications capacity
Customer Service experience in order to: screen incoming calls and assist walk-in traffic

Skills and abilities:

Ability to handle multiple tasks concurrently, prioritizing and accurately completing them in a potentially stressful environment
Ability to solve technical problems independently
Ability to analyze use of all network facilities through various reports
Ability to independently resolve toll abuse problems
Basic knowledge of telephone and computer systems
Knowledge of office accounting procedures
Ability to interact well with all levels of management and co-workers
Good oral and written communication

Example 2

General purpose:

Function as dispatch center coordinator. Carry out a wide range of telecommunications related activities specific to system maintenance, equipment repair order processing and billing. Coordinate timing of installations and repairs.

Essential duties of position:

Receive and dispatch repair calls. Solve end user equipment and usage problems and forwards all other repair calls to technicians
Prioritize work for technicians. Monitor repair log in on-line system and prepare monthly report of call volume and vendor response time
Through on-line computer system assign due dates for Telephone Service Requests. Review unfinished orders and incomplete repairs and keeps management informed of problems meeting completion times
Schedule installation and repair work. Provide liaison between University departments and technicians for the purpose of access
Maintain file on work and repairs in progress and respond to status queries
Receive completed work orders and repair sign-offs from technicians; verify labor and materials. Process the completed order
Follow up on problems with technical foreman. Verify work as complete, and generate charges to appropriate general ledger account
Respond to inquiries regarding equipment rental rates and for installation charges
Provide monthly reports
Process technician time sheets
Respond to end user request for telephone usage instruction. Refer training problems to departmental trainer
Schedule video conferencing equipment and conference rooms. Schedule audio conferencing equipment
Provide a full range of administrative support services for telephone equipment and voice mail. Assists Central Help Desk operations as necessary

Experience and training:

Four years of related work experience, two of them in the same job family at the next lower level, and a high school level education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education
Experience working for an interconnect or telephone company in installation and administrative capacities. Two years’ experience in voice/data installation and in customer relations with telephone company or interconnect company

Skills and abilities:

Ability to work independently
Understanding of computer basics is essential
Proven ability to plan and meet deadlines
Excellent interpersonal skills and the ability to interact with all levels of staff
Excellent computer and customer service skills
Knowledge of computerized telecommunications and inventory systems
Specific knowledge of features and use of both NEC and NORTEL telephone equipment
Familiarity with installation, administration, and feature use of voice mail systems
Preferred: University experience with computerized tracking and billing systems