Telecommunications Technician I

Why Bank OZK

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We're investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts.

Job Purpose & Scope

Responsible for the primary support of the Bank's Telecommunications, Contact Center and Unified Communications platforms, equipment, software & hardware equipment and cabling.

Essential Job Functions

1. Responsible for support, including installation, repair, performance, operational reliability, maintenance, monitoring, and troubleshooting.
2. Responsible for ensuring the conferencing, telephone (cellular, digital, VoIP and analog) and other related hardware and software products are available to users.
3. Responds to telecom helpdesk troubleshooting and support calls, utilizing all available tools.
4. Responds to field repairs, installations and troubleshooting, as needed.
5. Installs, resolves issues and makes repairs as necessary to maintain, support, and configure telecommunications network equipment to include cabling, patch panels, etc., as well as:
   1. Support of Enterprise Unified Communications platforms, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Webex UC conference systems, Webex Contact Center, and related voice infrastructure.
   2. Cellular/Mobility products;
   3. Data network routers, switches, and cabling, as needed.
6. Monitors and manages telephone network equipment and software daily.
7. Assists with managing accurate inventory of all telecommunications equipment, branch layout topologies and wiring plans' spreadsheets, drawings, and department documentation.
8. Makes recommendations on voice and data equipment purchases to Telecom leadership.
9. Assists with the initialization and tracking of new and replacement telephone equipment (to include Cellular phones and landline telecom software and hardware).
10. Repairs malfunctioning equipment, as needed.
11. Provides back-up assistance for the IT help desk and computer network support functions, as necessary.
12. Updates software and hardware, as needed.
13. Works on special projects, as assigned.
14. Maintains on-call status, as needed.
15. Maintains good punctuality and attendance to work.
16. Follows Bank policy, procedures, and guidelines.

Knowledge, Skills & Abilities

1. Knowledge of enterprise voice, unified communications, and contact center technologies, including Cisco Unified Communications Manager (CUCM), Cisco Unity Connection, Webex Suite, Webex Contact Center, Calabrio, and associated voice network infrastructure, hardware, software, and dial plans, as well as other similar telecommunications, collaboration, customer engagement, and contact center technologies.
2. Knowledge of Cisco router telephone network interface cards, modems, fax machines, cash advance and postage machine devices and cabling.
3. Knowledge of Microsoft Windows, Microsoft 365 applications, Mobility management, reporting tools, and other telecommunications management and monitoring software.
4. Ability to work without close supervision.
5. Ability to demonstrate effective customer service skills.
6. Ability to work well in a fast-paced environment with exacting deadlines.
7. Ability to work effectively in a team environment.
8. Ability to adapt well to a continuous changing environment.
9. Ability to work on projects on your own and/or as part of a team.
10. Ability to work extended hours as needed, including nights and weekends with a rotating schedule.

Basic Qualifications

1. High school diploma or equivalent, required.
2. 1+ year of work experience in a telecommunications environment, required.
3. Available to work extended hours as necessary (nights & weekends), required.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

EEO Statement

Bank OZK is an equal opportunity employer and give consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.