SEMI

Primary responsibility is to supervise, manage and provide all support service functions for telecommunications operations personnel, offices and switchroom.

Supervise and manage tape and disk backup services for all telecommunication and PC systems, including all SMDR related data. Maintain telecommunications tape/disk backup and technical manual library area. Order and maintain inventory of tapes, disks, manuals, labels, ribbons, laser printer and copier supplies, floor tiles and air vents, HVAC filters, paper supplies and forms, various cleaners and all sundry products used in the switchroom. Maintain all related equipment in good working order. Interface with all user communities.

Supervise, manage and provide for backup of front desk staff and all their related functions. This includes opening reception window; maintaining switchroom temperature and humidity records; maintaining switchroom access control; producing and issuing statistical reports.

Maintain and coordinate switchroom operations with physical plant engineers. This includes: daily inspection of the switchroom and related mechanical rooms; coordinate all facilities, HVAC, power, custodial and outside contractor maintenance and services; coordinate and oversee all deliveries and pickups; maintain, organize and inventory all storage areas; keep up to date and maintain all fire and security equipment and procedures. Maintain switchroom key distribution and inventory, and all security codes changes.

Coordinate physical aspects of switchroom machine installation and de‑installation. This includes but is not limited to: coordinating tile cuts, moves and air vents, machine labeling and removing labels, coordinating electrical installations and changes, and all shipping requirements.

Receives general direction from Assistant Manager or Manager of Switchroom Operations. Expected to exercise authority to keep switchroom operations running smoothly with no service interruptions.

Supervises front desk and support staff. May have several part-time staff from time to time. Works with various outside contract personnel and in house engineering staff.

Two years administrative experience with a minimum of a two year college degree preferred or equivalent working experience in a telecommunications or computer center environment. Requires at least one year supervisory experience. Telecommunications, computer or PC literacy and the use of PCs or mainframe word processing and data base applications are essential. Good oral and written communications skills beneficial. Must be able to exercise good judgment and to work with people in stressful situations. Regular hours are 9 a.m. - 5 p.m., but must be willing to work flexible hours and weekends to meet conditions of deliveries and vendors when necessary.

Under direct supervision; process telephone service requests; respond to telephone and written inquiries, analyzing and acting upon or referring as necessary; build and process database changes to telecommunications management system; answer technical questions; reconcile billing inquiries from users; maintain records.

1. At request of administrative or user clients, troubleshoot, identify and effect corrective action across an array of telecommunications services, including those procured through outside vendors (i.e., local Telco, AT&T, OCC's). Process hardware and software orders from those clients to establish or alter said services. Trouble resolution and order processing require the use of multiple complex databases on a variety of data terminals (mainframe, minicomputer, personal computer and telecommunications systems). Failure to understand the appropriate interrelationships and properly administer these tasks could result in significant service failures.

2. Using knowledge of administrative and corporate telecommunications services, independently respond to questions, research solution and correct problems; must occasionally refer inquiry to other internal and/or external staff.

3. Bill for telecommunication services using knowledge of order pricing and equipment types and prices. The consequences of incorrect billing can result in the wrong department being billed for services.

4. Process telephone service orders by coordinating telephone equipment and wire placement with Telecommunication staff and effecting necessary database updates.

5. Coordinate the reconciliation of the users' billing database and train the user on how to make effective and efficient changes.

6. Assist with maintenance of telephone directory database, credit cards, authorization/account code assignments and database maintenance.

7. Assist in operation of telex/FAX equipment and interface with clients by recording messages to be sent, calling and mailing messages received.

8. Handle inquiries on long distance calls and charges using microfiche records.

CONTACTS: Frequent telephone contact with staff, administration and manufacturing departments. Frequent telephone contact with vendors (AT&T, local telco, etc.)

Provides no direct supervision of staff. Provides direct instruction to user clients on process and policy.

High school education or equivalent required; AAS or other 2 year degree desired; 1 year telephone agent experience desired or equivalent combination of work experience and education. Telecommunications experience helpful. Familiarity with CRT or PC data entry required; minimum typing speed should be 30-35 wpm, good communication and interpersonal skills required. Must be clearly understood over normal telephone lines, requires good diction and command of the English language. Overtime work may be required during peak periods.

Under general supervision, provide administrative and secretarial support to Director, Senior Engineer and Project Coordinator. Train users of telecommunication equipment; process complex telephone orders, maintain databases and documentation.

2. Price and process complex telephone orders and effect necessary database changes.

3. Provide assistance on projects to project coordinator, engineer, director and business manager.

4. Provide training to users (staff and administrative personnel) of telecommunication equipment.

5. Write bid specifications for small system installations. Review proposals, recommend system/vendor and write contracts; coordinate implementation of same.

6. Type, edit, distribute and deliver (or provide for) Telecommunications newsletter, reports, memoranda and correspondence. Maintain and process payroll records.

7. Analyze statistical information of telecommunications operations and summarize them in tabular and graphical form.

11. CONTACTS: Internal; staff and administrative personnel over the telephone and in person. External; Consultants, AT&T, local Telco and OCC personnel, representatives of vendors. Both types of contacts are frequent.

WORKING CONDITIONS: Fast paced office environment. Overtime work (evenings and/or weekends) may be required during peak periods.

PHYSICAL DEMANDS: Frequent CRT, PC, word processing and extensive phone work (headset will be provided if desired).

Receives general supervision from Telecommunications Office Business Manager and Director of Telecommunications. May receive special projects from other Telecommunications managers and staff with permission of Director.

Provides direction and guidance to Service Representative I, and some part time staff. Provides direct instruction to user clients on process and policy. May help direct the work of service vendors.

Associate degree or equivalent required with 2 years telecommunications or related experience. Excellent interpersonal, written, verbal and organizational skills essential. Experience with personal computer and word processing required. General telecommunications familiarity required with working knowledge desirable. Medium (50 wpm) typing ability required. Must be clearly understood over normal telephone lines, requires good diction and command of the English language. Overtime work may be required during peak periods.

1. Drafts, formats and types letters, memos, other correspondence and documents originated within the department. Uses handwritten, rough typed draft or electronically transferred data as source document. May work from verbal instructions for less complex documents.

2. Screens and routes incoming calls to Telecommunications business office and screens and assists walk-in traffic.

4. Establishes and maintains files of both incoming and outgoing correspondence.

5. Schedules appointments and maintains appointment calendar for department head. Makes travel arrangements for department personnel who may be on travel status. This includes airline, shuttle, hotel, car and conference reservations. Incumbent will also maintain a file on travel expenses to be reported to the director and will be expected to initiate and process travel request and reimbursement forms.

6. Incumbent will maintain personnel files for all department employees tracking leave requests for vacation, illness, etc. Processes personnel action sheets and coordinates same with the director.

7. Requires knowledge of telephone services provided by the department and will be expected to explain those services and associated costs to end users. In association with this responsibility, the incumbent will be expected to understand vendor services, policies and procedures and initiate, process, track and complete requests for billing modifications and corrections for users and vendors.

8. Initiates purchase requisitions and resolves ordering and receiving discrepancies.

9. Based on a draft provided by the director, formats and types reports, proposals and contracts.

Receives direct and specific instructions from the Director. Expected to perform on own initiate in the Directors absence or directs inquires to the appropriate personnel in the Directors absence.

Working knowledge of PC based relational database management, word processing and spreadsheet software. Knowledge of office practices and procedures. Must have excellent knowledge and use of English grammar and punctuation. Knowledge of basic math. Ability to establish and maintain effective working relationships with coworkers and clientele. May be required to work overtime.

To provide support to the administrative staff in executing those tasks assigned for providing telephone service over 11,000 customers. The Clerk/Receptionist performs varied and complex clerical duties requiring some exercise of judgment in making clerical decisions. A detailed knowledge of department and institutional policies and procedures related to work performed are essential. Serves as departmental receptionist.

2. Serve as a department receptionist. Greet and assist organizational customers. Provide information regarding department activity, programs, etc., or refer to appropriate sources.

3. Answer and screen telephone calls, handling on own initiative when possible or refer to appropriate source.

5. Gather, compile and perform basic review of various data and/or information; prepare and/or distribute materials, such as reports, charts and other departmental data. Compile statistical information. Prepare, process and distribute various forms and documents requiring a thorough knowledge of procedures and thorough checking for accuracy, completeness and adherence to established standards. May perform basic chronological, arithmetic, statistical or other type numerical computations.

7. Maintain and update miscellaneous computerized files as required on a PC, this includes purchase orders and supply inventories.

9. Acts as a backup providing assistance to repair customers in the absence of the Repair Dispatcher.

10. Receive, sort and distribute incoming mail, correspondence and other materials.

11. Operate standard office equipment and machines such as copier, facsimile machine and calculator.

NOTE: This description incorporates the most typical duties performed. It is recognized that other related duties not specifically mentioned also may be performed. The inclusion of these duties would not alter the overall evaluation of this position.

Receives specific instructions from Office Manager. Receives direction from other staff members for purposes of performing various special projects and typing assignments.

Education equivalent to completion of High School required. 1-2 years related experience. Requires good interpersonal skills and the ability to deal effectively with the public. The ideal candidate will have a basic knowledge of grammar, spelling, punctuation, and arithmetic, plus a familiarity with office methods and procedures and use of standard office equipment. Must have the ability to follow written and verbal instructions and procedures.

Provide administrative support for technical field service staff, interfacing between customers and highly mobile technical staff. Coordinate repair orders and initiate purchase orders for telecommunications equipment; perform cable assignments; provide periodic management reports to ensure service commitments and goals are met or exceeded.

Perform cable assignments (house pairs) on all new service orders. (Process is currently manual, but will be computerized in next 6-24 months.) Extreme accuracy is required as well as an in-depth working knowledge of typical and organization-specific telecommunications wiring systems; errors can be costly, disruptive and cumulative.

Provide administrative support for technical field staff (5 electronics technicians, supervisor and associate engineer); act as customer liaison to field staff ensuring expeditious response to customers' service request. Must handle most telephone contacts for technical field staff, paging individuals as necessary and escalating problems to supervisor(s) or other departmental staff when appropriate.

Ensure that equipment and material purchase orders are processed in a timely manner, maintaining established stocking levels and following departmental order/audit procedures, signing for/receiving equipment deliveries.

Coordinate maintenance inventory program by packing and shipping equipment, and auditing the return and replacement of said equipment that is covered by various warranty/maintenance plans.

Log all repair orders; perform follow-up with each customer; prepare weekly management reports.

CONTACTS: Continual contact with departmental staff and organization customers. Frequent contact with external vendors and suppliers.

WORKING CONDITIONS: Fast-paced working environment; typical office-type setting. May be required to work overtime during periods of heavy order activity.

PHYSICAL DEMANDS: Some light lifting (<20 pounds) for receiving and shipping materials; CRT work.

Receives direct supervision from field service supervisor. Expected to perform according to established guidelines and policies.

Requires no direct supervision of others. Liaison work with field staff provides a great deal of direction on emergencies and priorities.

High school education or equivalent required; associate degree desired, customer service experience required with 3-5 years' telecommunications experience desired. Working knowledge of personal computers and computer terminal operation. Must be able to read blueprints and be familiar with telecommunications type wiring. Minimum typing/data entry speed should be 30-35 wpm. Good communications and interpersonal skills required; must be accurate with numbers.

Primary responsibility is to provide overall student telecommunications services and perform as liaison to Telecommunications Department.

Under general direction, provides education, training and managerial leadership in the development, promotion and implementation of student telecommunications services. Provides guidance in the development and deployment of University guidelines for the delivery of these services. Provide general and specific instruction to the student dormitory population. Provide necessary documentation for the smooth running of student services.

Specific responsibilities include: educating and training the student population in the use of telecommunications services made available to them by the University; writing, collecting, distributing and updating documentation for the student population; student telecommunications services system administration, including making all changes to the system data bases, i.e., student ID's, addresses, passwords, financial accounting system codes, billing information; must become proficient in the maintenance and administration of the student services systems for the optimal use of the limited resources available; develop and enforce collections and fraud policies; coordinates all aspects of student services with other telecommunications areas in which the system has an impact; provides regular reports on usage and financial impact of student services systems on the campus; provides analysis for potential changes in student services usage. Acts as the primary contact for all student users regarding billing, collections and delivery of service. Required to work additional hours during the peak student registration and year end time periods.

Works closely with all Managers of Telecommunications Office, User Services and Systems/Applications Managers from both the Academic and Administrative Data Processing Groups, Bursars Office, Residence Halls and other University personnel as is appropriate.

Receives general supervision and guidelines from the Director. Works closely with the staff responsible for Residence Halls and take direction from them on dealing with student needs and perceptions.

Provides direct supervision of own clerical and part time student staff when necessary.

College degree, preferably a B.S. or B.A., minimum of two years experience in the field of telecommunications and/or data processing analysis and design, or combined equivalent education and work experience. Strong working knowledge of telecommunications concepts, software and hardware, and good technical knowledge/understanding of accounting and billing practices. Experience with PC's or mainframe accounting software. Experience working with student populations desired. Must have excellent interpersonal, verbal and written communication skills. Supervisory experience desirable. Experience in a large, complex University or corporate structure environment required. Knowledge of University environment helpful. Ability to plan and make decisions for future implementations of student services. Ability to interface with users and staff and possess excellent oral and written communicative skills. Must be able to work in stressful situations and have an abundance of patience.

Reporting to the Director of Support Operations, the Administrative Assistant will have primary responsibility for the day to day administrative activities of the Director's Office. This includes, but is not limited to: gathering technical and statistical data and produce reports from same as directed (this work will generally be accomplished using personal computer or mainframe software), provide detailed information and referral in response to inquiries directed to the office. Referring inquiries will require an in‑depth understanding of the operation and workings of the technical areas. The origination, drafting and completion of memos and other correspondence, including all prove reading of same, and, will provide close coordination for such purposes as scheduling meetings and arranging for travel to seminars and conferences. Design and maintain filing system relevant to the Director's office. Responsible for ensuring telephone coverage of Directors office. Provide assistance to the Director's Office staff on special projects as required.

Required to become familiar with Directors working relationship and habits with various organization departments and vendors.

Over the next two years the incumbent will become increasingly involved with the installation of a new telecommunications system at the organization and become the primary coordinator for over 300 Telecommunications Coordinators.

Willing to work flexible hours and put in overtime when necessary. Selected individual will be expected to run errands within organization grounds and help provide suitable meeting accommodations and amenities.

Receives direct supervision from Director. May receive general supervision by other managers for special projects and assignments.

May exercise supervision of part time help and work with assorted telecommunications coordinators and vendors.

QUALIFICATIONS:
At minimum, High School graduate with a college degree desired, or equivalent combination of work experience and education. Minimum of two (2) years administrative experience in an office environment. Must have excellent organizational, writing, oral and typing skills. Good communicative skills and the ability to interface effectively with users and staff. Candidate must exercise good judgment and work well under pressure. Working knowledge of personal computers and such software as Lotus 1‑2‑3 and Dbase and word processing software required. Knowledge of telecommunications or data processing a plus. Willingness to work hard and explore new possibilities.

To maintain the proper records and communications necessary to effect the successful and smooth installation of telecommunications equipment.

1. Process and maintain all files, manual and electronic, on current telephone equipment in the telecommunication stockroom. Review every work order to assure that asset tags have been accounted for properly. Control daily, incoming and outgoing stock that is being used by the telephone installers.

2. Check and inform assistant manager when stock levels are at point of reordering. Clear all discrepancies relating to asset tags on work orders or quarterly inventory reports.

3. Review for accuracy and closing-out of work orders processed, before final charges are passed to the accounting department.

4. Review every work order for begin and ending dates for billing. Review every work order to see that correct billing codes have been entered. Check to see that every work order has a valid account code. Prepare telephones by labeling them for installation (daily).

5. Maintain all inquiries relating to voice mail (i.e., installation, removal, repair, etc.). Verify and make reports on existing telephone stock (quarterly). Provide cleaning and maintenance work to telephone instruments that are being returned to inventory for re-use (weekly).

6. Provide backup assistance to other areas in the office, such as repair, cable records, long distance sign-up, fax machine, etc. Perform other related miscellaneous duties as assigned.

High school diploma or equivalent. Good organizational skills. Must be in good physical condition to carry and move telephone equipment.

Responsible for working on the billing, accounting and verification of services provided to the telecommunications end user.

1. Research and resolve billing inquiries submitted for WATS, OCC, calling card, and other miscellaneous toll charges and, monthly recurring and non-recurring charges.

2. Prepare accounting department credit or debit adjustments to accounts as a result of billing inquiries.

4. Maintain file of active and inactive WATS customers who are billed through miscellaneous accounts receivable.

6. Process monthly miscellaneous toll charges. Reconcile the miscellaneous toll invoice to confirm that all charges have been accounted for. Work with accountant to contest charges.

9. Coordinate the mailing of long distance call detail. Reconcile the calling card/miscellaneous toll charges invoiced.

10. Prepare money received reports for pay phone commissions received from pay phone vendors.

11. Verify microfiche received for clarity, period covered, and correct dollar amounts. Indicate billing period on fiche envelope and file appropriately.

13. Update financial schedules and submit for inclusion in the financial and statistical report.

15. Collect monies from individuals using long distance service that have no account or are leaving prior to receiving invoice.

16. Provide backup assistance to the office including answering departmental phones, escorting visitors to various staff, locking front door, Faxing, diagnose/assist staff with service and/or equipment problems, and clerical tasks in the absence of both secretaries.

Minimum qualifications: High school diploma, 1 year general clerical skills experience, good communications (oral and written) and organizational skills. Must be proficient in basic math. Some knowledge of bookkeeping, accounting and accounts receivable. Experience using a PC required.

SHAREWARE NOTICE: If you find any of the job descriptions useful for your purposes,
please remember to send $9.95 for each one you use to the address below for the many hours, days or weeks of time we have saved you:

TeleCom Clinic c/o Neil Sachnoff
4402 Stonehedge Road
Edison, NJ 08820

Copyright © 1991-2001by Neil S. Sachnoff, First Printing 1991, Printed in the United States of America