BH 21951 - AV/Voice Operations Analyst

Company Name:
Open Systems Technologies
Position Summary:
The AV/Voice team is responsible for deploying and managing voice technologies throughout the company. The team's goal is excellence in providing voice services throughout the firm. We're looking for individuals to help shape the technology, process, and operations that make up voice services. The IT Voice/AV Operations Analyst is part of a team responsible for the day-to-day administration, operation, and support of Voice/AV infrastructure. This role includes 24x7 off-hours support responsibilities.

Responsibilities would include:
Responsible for AV/Voice incident/request including:
o Primary interface for Service Desk escalations of AV/Voice incidents
o Resuming services by fixing or managing the process to fix the AV/Voice equipment when it breaks
o Primary interface for Service Desk for fulfilling requests for new installation of, changes to existing, or decommissioning of AV/Voice equipment in the production environment
Management and collaboration responsibilities:
o In charge of AV/Voice Products and Services catalog, production inventory, request and maintenance knowledge base, and request and maintenance metrics
o Providing AV/Voice technical information sharing with the Service Desk staff
o In charge of AV/Voice spare equipment inventory, warranty, incident knowledge base, and incident metrics
Responsible for problem management which includes instantiation and maintenance of a process to analyze trends from equipment incidents and providing recommendations for improvements to the designs, builds, or maintenance which would reduce recurring incidents
Responsible for AV/Voice maintenance management which includes proactive planning for maintenance of the AV/Voice core and AV/Voice end-user spaces and execution of the AV/Voice maintenance plan
Create, maintain, and continually improve AV/Voice incident and problem management processes
Ensure AV/Voice, and IT processes are applied
Position Requirements:
3+ years support experience with integrated AV systems.
Previous experience working in an operational support role
Familiarity with A/V routing and processing technologies (Extron, Barco, Evertz, BSS, ClearOne)
Familiarity with commercial AV control system technologies (Crestron, AMX)
Experience with Avaya telephony and/or BT including both line and trunk side H.323 and SIP
Understanding of best in class monitoring platforms for Avaya infrastructure including RTCP voice quality monitoring, trunk capacity analysis (Erlang calculations),etc
Familiar with call recording platform (NICE/CyberTech) along with AES CTI integrations including CMAPI and TSAPI at a protocol/troubleshooting perspective
Familiar with telco circuit provisioning and troubleshooting for all circuit types including but not limited to ISDN PRI / BRI, POTS, trading ARDs/MRDs, SIP trunks
Must effectively handle multiple streams of work ? requests, incidents, and projects with limited supervision
Polished customer/client service engagement
Strong security mindset
Excellent organizational, verbal, and written communication skills
Basic understanding of IP networks.
Standard PC skills (MS Office)

Preferred candidates would also meet the following criteria:
Small-Medium commercial and/or broadcast AV system design experience.
Trading floor turret infrastructure experience
Financial Services background

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