Administers and maintains the credit union’s telecommunications systems, email communication systems, teams chat and collaboration, and ancillary systems; assists in evaluating and acquiring new communications technologies, equipment and systems; participates in day-to-day technical installation, troubleshooting and maintenance of systems to ensure effective and reliable service; and performs related duties as assigned or requested.

Job Description

Essential Duties and Responsibilities

• Researches, configures, integrates, programs and tests Microsoft Teams, to include chat, collaboration, OneDrive, and SharePoint sites.
• Maintains the Microsoft Teams environment and work with groups, conditional access policies, to include working with departments to design the collaboration architecture.
• Installs, maintains, monitors, upgrades and repairs Exchange M365 email and telecommunications equipment and device hardware, systems and infrastructures; programs operating parameters; performs testing and documentation of operations and conditions.
• Receives and processes requests for new or enhanced telecommunications services including telephone moves, adds or changes, voice mail, and related hardware and software.
• Installs, maintains, monitors, upgrades and repairs Exchange M365 email and telecommunications equipment and device hardware, systems and infrastructures; programs operating parameters; performs testing and documentation of operations and conditions.
• Receives and processes requests for new or enhanced telecommunications services including telephone moves, adds or changes, voice mail, and related hardware and software.
• Researches, configures, integrates, programs and tests telecommunications equipment, networks, infrastructures and call centers, including voicemail system, cellular devices, Contact Center software and IVR system; coordinates and oversees installation of voice and data communications infrastructure cabling, trunk circuits and station wiring.
• Researches, configures, integrates, programs and tests Exchange M365, archiving, secure email, active sync, Outlook Web Access, and email filtering devices and applications; coordinates and oversees installation of all data communications related to electronic mail delivery.
• Maintains inventory of all telecommunications and Exchange email assets including physical inventory of hardware, software and peripherals and aging and retiring assets in inventory tracking systems.
• Oversees the development and maintenance of onsite and offsite backup and disaster recovery of telecommunications and email.
• Monitors telecommunications and email operations to identify performance and capacity issues; measures volume and performance of communication traffic; identifies utilization and performance issues; develops plans and implements new technologies and services to satisfy capacity and performance requirements.
• Programs and implements software changes in email, telecommunications system or voice mail; coordinates hardware and software requests with vendors; monitors and tracks vendor orders and contracts.
• Performs telecommunication and email system administration functions; adds applications, users and devices; identifies unauthorized access and potential security risks; participates in projects to enhance security operations.

Company Wide Expectations

• Maintains a professional image and demeanor at all times, consistently demonstrating Credit Union RISE Values and adhering to the Code of Ethics.
• Delivers friendly, caring service to internal and external members.
• Complies with all applicable State, Federal and NCUA rules and regulations and all Credit Union policies and procedures.
• Follow all physical and online security procedures and maintain strict confidentiality of all member information.
• Completes all required regulatory and compliance training and maintains required knowledge of Credit Union products and services.
• Works scheduled hours and maintains punctuality.
• Performs other related duties as assigned or requested.

EDUCATION/EXPERIENCE

Minimum Qualifications

To perform this job satisfactorily, an employee must be able to carry out each essential duty competently. The requirements listed below are representative of the education, experience, skills and abilities required. An equivalent combination of education and experience may be considered.

Education Requirements

Required - 4 Year / Bachelors Degree - Information Systems, Information Technology, Computer Science or a closely related field

Experience Requirement

Required - 5 Years - Responsible experience in the design, installation, maintenance and repair of communication systems, equipment, devices and facilities for a large, multi-site telecommunication and Exchange email systems with multiple end user sites.

Required - 2 Years - Responsible experience in Microsoft Teams, to include collaboration, OneDrive, SharePoint sites, and conditional access policies.

SKILLS/ABILITIES

• Principles, concepts, methods, techniques, operational requirements, standards, tools, materials and equipment used in support, troubleshooting, maintenance and repair of Exchange email and telecommunications systems.
• In-depth knowledge around Microsoft Teams and M365 environments.
• Operational and performance characteristics of communications equipment and the relationships among component parts of network, telecommunication, and email systems.
• Principles and theories of electricity, electronics and computer hardware design as they relate to operation, installation and maintenance of communication systems, facilities and equipment.
• Federal, state and local rules, regulations and guidelines applicable to communication systems.
• Current voice/data communication technologies
• Develop, implement and evaluate communications systems including telephone equipment, voice mail, interactive voice, electronic mail, and related systems and services.
• Evaluate user needs and apply technical principles and concepts to develop effective solutions.
• Troubleshoot and resolve communication equipment problems and failures.
• Effectively apply internal and external customer service practices and processes to meet quality service standards and achieve member satisfaction.
• Learn and apply information, on a wide range of Credit Union products, services and regulatory compliance requirements, in order to assess member situations and develop solutions.
• Resolve problems utilizing advanced knowledge and experience.
• Communicate in a professional manner and deliver information clearly and effectively. Actively listen to questions, opinions and ideas of others. Use tact and diplomacy in sensitive and confidential situations.
• Use correct English including spelling, grammar and punctuation.
• Operate computers and use business software and other standard office equipment.
• Understand and follow written and oral instructions.
• Set priorities and manage one’s own time effectively.

PHYSICAL DEMANDS

Physical Demands Disclaimer

The physical demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Intermittent standing, sitting, walking, bending and climbing.
• Using hands repetitively to handle, feel or operate computers and other standard office equipment.
• Reaching with hands and arms.
• Intermittent lifting and carrying up to 25 pounds.

WORK ENVIRONMENT

Work Environment Disclaimer

An employee in this job will experience the following main work environments, others not listed may also be encountered on occasion;

Work Environment

Works in a typical technology office environment.

Redstone Federal Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.

We are proud to be a Drug-Free and Tobacco Free Workplace.