IT Infrastructure Voice Analyst

Alta Resources is Hiring!

Summary

The Voice Analyst's role is to ensure the stability and integrity of all Alta Resources provided voice services. This is achieved by developing, monitoring and maintaining communication technologies across the organization. In addition, the Voice Analyst will participate with the installation, monitoring, maintenance, support, and optimization of all voice hardware, software, and communication links.  The Voice Analyst executes work activity in accordance with the overall strategic plans developed by IT Architects.  This individual will also analyze and resolve voice issues in a timely and accurate fashion, and provide documentation and end user training where required.

Essential Duties & Responsibility

Other duties may be assigned.

Strategy and Planning

• Develops and/or assists with all necessary leadership and staff members in the research, planning, design, development, testing, deployment, and maintenance of new and existing technology solutions.  Assess and recommend appropriate technologies to solve business problems/opportunities.
• Acquire a strong understanding of the functional business disciplines serviced by the technologies being designed or supported to ensure that the service provided is timely, effective and appropriate.
• Establish proactive, confidence-inspiring client relationships to ensure technology development and maintenance efforts meet business goals.

Execution and Service Delivery

• Develop knowledge and experience in resolving support requests for Infrastructure Support.  This will include problem solving and the related activities specific to the type of problem, covering the analysis, design, implementation and maintenance of complex business and technical solutions from the client perspective.
• Assist with voice/telephony software and hardware upgrades.
• Review and analyze the effectiveness and efficiency of existing voice/telephony infrastructure.  Analyze usage and plan for growth or increases in capacity and/or licensing.   Provide the full complement of technology support services as required on assigned work efforts.
• Create and maintain documentation for supported voice platforms and services.
• Respond to and resolve voice related access and performance issues.
• Maintain change control and testing processes for modifications to supported platforms and services.
• Assist with transaction and security audits as necessary.
• Develop and leverage a working to expert knowledge of standard services, applications, and infrastructure technologies as required.  This may include programming language(s), operating systems, programming techniques, data base management systems, productivity tools and other hardware and software facilities to produce the most effective and timely results for the functional areas being served.
• Perform, or direct the performance of, standard application and infrastructure support activities based on specific assignments.  Leverage an advanced knowledge of services, applications and hardware to conduct problem resolution, analysis, design, development, and implementation activity.
• Test fixes to ensure problems have been adequately resolved.
• Display skill in the use of control techniques and support methodology to meet assignment requirements.
• Create technical documentation for Information Technology staff to follow when completing procedures.
• Provide 24x7 on call rotation support for all supported technologies.

Communication and Collaboration

• Establish proactive, confidence-inspiring client relationships to fulfill all aspects of specific assignments within Services Support, Application Support, or Infrastructure Support as applicable.
• Produce and communicate status of deliverables relative to milestones, variances, open issues, and client acceptance.
• Respond to requests for enhancements to existing technologies by clearly defining the business problem/opportunity and the approach to satisfying the request.
• Contribute to an environment in which all team members are respected regardless of their individual differences and are motivated to improve both their individual and team contributions to achieve desired business results.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Leadership Responsibilities

This job has no supervisory or leadership responsibilities.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Willingness to tackle problems and seek out new opportunities.
• Ability to simplify complex issues, can differentiate between critical details and unimportant facts, has a logical thought process in resolving problems.
• Demonstrated technical proficiency, attention to detail, and continuous improvement.
• Demonstrated productivity, managed priorities and time, and followed procedures.
• Demonstrate ability to communicate effectively by displaying strong verbal and written skills.  Listen for understanding.
• Met commitments, stayed focused under pressure, accepted accountability.
• Built strong relationships, able to give and receive constructive feedback, and worked well with others. Ability to mentor others successfully. 
• Ability to work effectively within and across teams and global locations.
• Ability to work independently with minimum supervision is required.
• Exhibit the ability to translate complex technical topics into understandable business language in order to explain and justify technical needs and solutions to non-technical audiences.

EDUCATION and/or EXPERIENCE

• 2-year technical degree or an Associate’s degree in IT-Related field required;
• Four-year college or university degree in IT-related field preferred;
• 2 years of Help Desk and Customer Service experience.
• 1-2 years of general IT experience in any Infrastructure technology (Desktop, Server, Network, Voice)