Telecom Administrator Job in 21202

Laureate Global Products and Services is the online and U.S. campus-based group of Laureate Education, a leading international provider of higher education services. Our institutions include Walden University, a distance learning institution of higher education based in Minneapolis, Minnesota; the University of Liverpool based in Amsterdam, Netherlands; Kendall College, a leading higher education institution of culinary arts and hospitality management based in Chicago, Illinois; NewSchool of Architecture and Design, based in San Diego, California; Santa Fe University of Art and Design, an institute of art and design, based in Santa Fe, New Mexico and The National Hispanic University, based in San Jose, California.

GENERAL SUMMARY:
Laureate Education is seeking a talented Telecom Administrator to support its growing worldwide operations. As part of the Network Engineering Team, this individual will be central to the management and support of its contact center and voice operations. Tight integration with other Operations groups provides for an excellent working environment to grow and expand your knowledge and experience. The selected individual will be someone who is looking do the work necessary to take Laureate Telecom to the next level, whether with team or individual assignments.

Requirements:
(Technical)
' Strong Telecom Administration and Support experience with over five years required. Cisco Unified Communications experience mandatory.
' Call center background, including excellent reporting skills
' Experience with VoIP and IP Telephony Systems
' Previous history of interaction with telecom vendors and carrier knowledge
' Intermediate knowledge of Microsoft Windows and Office Suite
' Troubleshooting of hardware and software issues
' Infrastructure experience and certifications a plus (CCNA-Voice, CCNP-Voice, etc.)

(Professional)
' Team Oriented - able to work well with others inside and outside the IT group.
' Flexible - able to learn and grow with the business, adapt to new business needs and tasks; have a tolerance for ambiguity.
' Self-starter with a positive 'can-do' attitude.
' Strong communication skills (written and verbal). Must be comfortable dealing with individuals in all levels of the company, and be able to communicate technical issues to business units and management.
' Problem-solving ability (troubleshooting, resourcefulness). Ability to recognize and respond quickly to critical matters.
' Attentive to detail, dependable, and reliable.
' Able to multi-task and prioritize appropriately.
' Able to travel 15% of time.
' Strong customer service skills.
' BS or equivalent experience required.

TECHNICAL, MANAGERIAL, and PEOPLE SKILLS REQUIRED:
Duties and Responsibilities:
' Responsible for day-today operational support for phone systems at key Laureate sites within US and around the world
' Provide expert level analysis and troubleshooting for the Cisco Unified Communications platform, and associated products and technology. These include Call Manager, Unity, Exony, Outbound Dialing, and Work Force Optimization.
' Manage vendor relationships
' Plans, designs, implements, and supports changes to the environment
' Execute regular maintenance and recommend, plan, and implement enhancements as needed.
' Create, update, and execute failover plans to maximize customer service
' Ability to teach and train others, including end user sessions and training to Helpdesk staff. Share and promote knowledge sharing within, and outside, of team.
' Analyzes requests and determines priorities and project requirements
' Conducts site analysis ; implement efficient and cost-reducing ideas
' Works closely with other tier-3 teams
' Interacts with all levels of user community
' Takes ownership of issues until resolution
' 24x7 On-call support as required - Ability to work off-hours for planned and unplanned issues ; flexible schedule as needed

EDUCATION and/or EXPERIENCE:
' BA/BS in Computer Science, related degree, or comparable experience

BUSINESS COMPETENCIES:
' Technical Knowledge
' Sensitivity to Customer Needs
' Ability to Remain Focused
' Leadership Skills
' Excellent Oral and Written Communications Skills
' Detail orientation, and the ability to record, organize, and communicate detail
' An interest in people, and the ability to grow relationships
' A broad technical knowledge base, with the ability and desire to keep informed of emerging technology.
' Skill in organizing and motivating resources, and the ability to drive and account for work
' A propensity and willingness to learn new technologies

Laureate Education, Inc., and all of it subsidiaries or affiliates, are equal opportunity employers. EOE