Teradyne Telecommunications Analyst in Heredia, Costa Rica
Duties & Responsibilities:
Teradyne is a global technology company delivering progressive solutions to complex testing challenges. Without creativity and the diversity of thought, Teradyne’s technological innovations would not leave the ground. If you are excited at the prospect of joining a global team, that is both exciting and dynamic, then Teradyne may be the place for you!
Currently our Costa Rica team is looking for an experienced Telecommunications Analyst, this position is responsible for administration and support of a large, geographically distributed voice environment. This entails support of voice servers, service provider trunking, troubleshooting, problem reporting and remedial coordination with internal customers, voice service providers and hardware vendors.
•Provide technical support of Avaya Communication Manager PBX, including UC functionality, ie One X Communicator, One X Mobile, ARS, Dial Plan, Trunk Management
•Responsible for supporting and maintaining Customer Call Center; VDN’s, Toll-Free Number inventory, call flows, routing logic.
•Provide technical support for Avaya Aura Messaging
•Perform back ups of voice PBX's, Voicemail Servers, VAL announcements as required.
•Perform necessary functions as assigned in regard to Help Desk user requests; MAC (Moves, Adds, Changes), voicemail set up, station management, etc.
•Monitor voice equipment to insure non-interruption of service.
•Create/update/maintain voice related documentation and diagrams of the voice hardware infrastructure. This will include operational run books.
•Monitor and resolve minor and major voice system issues for internal employees by providing technical support for various existing phone systems; referring service issues to vendors when necessary.
•Provides 24/7 support through investigation & analysis of problems using documentation, manuals, debugging tools & logic to resolve problems, prevent recurrence & ensure continuity. Takes remote call for off-shift, weekends & holidays as assigned.
•Participate in upgrading, testing, and implementing modifications to existing telecommunications hardware and software.
•Maintain current knowledge of relevant technologies as assigned.
•Assist in management of vendors in order to facilitate the purchase of telecommunications products and service, and technical support services.
•Assist with Tandberg video conference support.
•Prepare monthly voice capacity/utilization reports
•Change Management coordination as required
•Other operational and projects/duties as assigned.
Position Subject to ITAR controls:
Basic Qualifications, Experience, Skills & Education Required:
Strong working knowledge of Contact Center technologies, including Avaya CC, CMS Standard and Custom Reporting.
Must have expert knowledge in Avaya PBX systems including Communications Manager, Avaya Aura Messaging, Session Manager, System Manager, Session Border Controllers (SBC). Avaya technical certificates preferred.
Experience and knowledge of telecom topology and design, including Avaya VoIP telephony.
Familiar with the concepts involved in a multi-segment LAN and WAN environment. Good working knowledge of global Telco services and data networks. Knowledge of structured copper and fiber cabling.
Must be able to navigate carrier-based web portals for service reporting and trouble ticketing.
Excellent oral and written communication skills.
Excellent problem solving skills with strong attention to detail. Ability to work within a team environment, .
Ability to adapt to changing priorities and conditions.
Ability to work both independently, with little supervision, and also as part of a team.
Strong people skills, Great attention to detail, excellent organizational skills. Ability to multiple task.
Good understanding of SLA management, and Change Management
Good understanding of data protection and disaster recovery practices
Ability to work closely with a variety of customers including Infrastructure technical resources, hardware and service provider vendors and end users
Teradyne is a leading supplier of automation equipment for test and industrial applications. Teradyne Automatic Test Equipment (ATE) is used to test semiconductors, wireless products, data storage and complex electronic systems, which serve consumer, communications, industrial and government customers. Our Industrial Automation products include Collaborative Robots used by global manufacturing and light industrial customers to improve quality and increase manufacturing efficiency. In 2017, Teradyne had revenue of $2.14 billion and currently employs approximately 4,500 people worldwide.
Our stock is listed on the New York Stock Exchange under the symbol TER.
Relocation Available (Some relocation assistance has been approved for this role):
CRI - Heredia - Costa Rica
The above listed position may involve access to export controlled technology and may be subject to export licensing requirements prior to employment.
ATTENTION APPLICANTS WITH DISABILITIES: If you’re unable to access our on-line application due to a disability you may visit one of our locations or our Corporate Office at 600 Riverpark Drive, North Reading, MA and request a paper application form. In addition, you may also contact the HR Service Center at 978-370- 3041 or contact them at HR.Service.Center@teradyne.com for additional assistance.
Teradyne is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, age, disability status, protected veteran status, or any other characteristic protected by law.