IT, Systems Engineer 2 - Telecommunications

Position Focus

As part of IT Support Services at Yale University, the Unified Communications team manages the telecommunications infrastructure enabling Yale’s mission of research, teaching, preservation of knowledge and clinical care.

The Unified Communications team supports multiple modes of telephony throughout the campus including: Cloud-based Cisco and Microsoft VoIP serving approximately 10,000 users. On-premises Cisco VoIP serving approximately 2,500 users. Maintenance and operation of the University’s dial-plan and cloud-based telecommunications carrier. Mission-critical contact centers serving approximately 500 users across a combination of cloud and premises-based systems. Emergency communications including approximately 1,000 ‘blue phones’ with connectivity to cloud-based, cellular and local exchange carriers. A variety of platform-specific telephone devices - including wired, wireless, common area and softphone devices. Other types of communications that are deployed throughout the campus - including elevator, alarm lines and public safety devices.

This position serves as the engineer responsible for: Strategic planning and operational administration of Yale’s telecommunications and carrier environments - including tier 2 support in provisioning new service, moves, adds, changes and deletions for all modes of Unified Communications services across the campus. Serving as the technical lead representing the Unified Communications organization in coordination with other internal Yale Information Technology teams - including the Network, Facilities and Security divisions. Representing and facilitating Yale’s technical engagement with telecommunications carriers and professional services partners.

Required Skills and Abilities

1. General understanding of computer architecture, operating systems, and data structures. Management of a large enterprise voice network - including the administration of Private Branch Exchange, Cisco Unified Communications Manager, Cisco Packaged Contact Center Enterprise, Voice over Internet Protocol and Session Initiation Protocol systems.
2. Experience in the provisioning of VoIP services - including hands-on configuration and operational knowledge of networking protocols, terminology and components
3. Developed analytical, critical thinking, research, and problem-solving skills.
4. Developed interpersonal, written, communication, presentation, and organizational skills.
5. Familiarity with systems analysis methods and techniques.

Preferred Skills and Experience

1. Industry certifications including Cisco Certified Network Engineer - Voice and Collaboration

Principal Responsibilities

1. Assist with the build, configuration, and documentation of IT infrastructure.
2. Maintain and support IT infrastructure, ensuring adherence to standards and service level objectives.
3. Monitor and troubleshoot IT infrastructure. Analyze and report on performance metrics.
4. Implement and support robust and secure IT solutions.
5. Serve as a technical liaison; support & collaborate with internal and external stakeholders.
6. Contribute to development & implementation of best practices.

Required Education and Experience

Bachelor's Degree and two years of experience or equivalent education and experience.

Skills and Abilities

General understanding of computer architecture, operating systems, and data structures. General understanding of software engineering best practices. Developed analytical, critical thinking, research, and problem-solving skills. Developed interpersonal, written, communication, presentation, and organizational skills. Familiarity with systems analysis methods and techniques.