First Republic Bank

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Voice and Video Analyst III

Voice and Video Analyst III

ID 
2017-5242
Job Locations 
US-CA-San Francisco
Category 
Information Services

More information about this job

Overview

First Republic is an ultra-high-touch bank that provides extraordinary client service. We believe that one-on-one interactions build lasting relationships. We move quickly to serve our clients’ needs so that their financial transactions are handled with ease and efficiency. Client trust and security are paramount in our line of business. Ultimately, our goal is unsurpassed client satisfaction which will lead to personal referrals – our number one source of new business. We recognize that our competitive advantage starts with our people and our culture. At First Republic, we work hard and move quickly as a very coordinated team. If you are looking for an opportunity to grow and contribute in a fun, fast-paced environment, First Republic is the place for you. We have exceptional people focused on providing extraordinary service.

 

The Voice & Video Analyst III is responsible for 3rd level support, troubleshooting, repairing and maintaining high availability of all voice and video communication systems and services for First Republic Bank. A thorough understanding of network protocols and the capabilities/features of VoIP systems/apps, call recording and audio/video bridging systems and hardware is a must.  This person is responsible for providing leadership/guidance to the team and performing 3rd level local and remote programming and maintenance, and resolving end-user software and equipment problems for all First Republic sites. He/She will be responsible for handling daily moves/adds/changes alongside the team, using the Service Now ticketing system to track incidents and requests. Other responsibilities include assisting with voice and video related projects for system implementations, testing and documentation of training material and procedures. This position interacts with team members, end-users, upper management and cross-functional teams on a daily basis, and must possess excellent written and verbal communication skills.

Responsibilities

  • Ensures high availability and the integrity of the voice and video communications network and devices: CUCM/CUC, ShoreTel, ACD, call recording, TMS/Codian, cable TV, and all related applications and hardware. This includes responding to system issues on an oncall rotation outside of normal business hours.
  • Provide live, in-room and remote video conferencing support and monitoring for conference rooms, boardrooms and Telepresence rooms for all company locations.  Set up scheduled audio and video conferencing bridges, as well as ad-hoc/point-to-point video connections for end-users.
  • Responsible for sysadmin IMACs and configurations, handling voice and audio/video incident and request tickets in the Service Now ticketing system queue in a fast-paced environment, ensuring that end-users are responded to, and tickets are followed up on and closed in a timely manner.
  • Coordinate and perform hardware installations, repairs, maintenance and changes with team members, other IS teams and vendors for voice, video and TV equipment.
  • Interfaces with carriers and third party vendors during system and circuit outages, and working the issues all the way to resolution. 
  • Excellent communication with the team, cross-functional teams, management and vendors is a must.
  • Responsible for maintaining accurate documentation of technical information and procedures, and database updates of software/hardware changes. This includes documentation of frequent or new issues/resolutions to promote cross-training and team support.
  • Researches and resolves escalated issues within the team if problems cannot be solved by 1st and 2nd level support.
  • Assist with telecom-related projects, such as the development and deployment of new equipment, testing, and training at FRB sites and facilities.
  • Active participation in process improvements and collaboration within the team and with other IS teams to promote teamwork and efficiencies.
  • Ability to coach and mentor 1st and 2nd level support team members, collaborate on processes/procedures, and assist in developing and implementing training materials for fellow team members.
  • Perform duties and responsibilities specific to department functions and activities, and other duties and responsibilities as required or assigned by supervisor.
  • Responsibilities include the following: 
    • Adhering to and complying with all applicable, federal and state laws, regulations and guidance, including those related to Anti-Money Laundering (i.e. Bank Secrecy Act, USA PATRIOT Act, etc.).
    • Adhering to Bank policies and procedures.
    • Completing required training.
    • Identifying and reporting potential suspicious activity to the BSA/AML Officer.
    • Knowing and verifying the identity of any customer(s) that enters into a relationship with the Bank.
  • Should be aware of the government regulations relation to the installation and operation of the telecommunication systems.
  • Critical features of this job are described under the items above. They may be subject to change at any time due to reasonable accommodation or other reasons. This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
 

Qualifications

  • Bachelor's degree preferred, with emphasis in a computer related field or equivalent skill, knowledge and mental development.
  • Must provide extraordinary customer service, and be able to learn and represent First Republic Bank's culture and values.
  • Minimum of 8 years' hands-on experience in installing, troubleshooting and maintaining IP PBX, voice messaging and video systems and networks.
  • Requires working knowledge of router configuration, internet routing methods and protocols, packet network design, broadband access and data cabling, as well as MUXs, CSUs, DSUs, T1, DS-0, DS-1, DS-3, PRI, ISDN, analog, voice cabling, and local and long distance services.
  • Must be knowledgeable in telco order procedures and processes.
  • Must possess strong interpersonal skills, excellent written and oral communication skills, and the ability to interact effectively with end-users, team members, cross-functional teams and vendors on a daily basis.
  • Requires strong time-management, organizational and analytical skills, including the ability to meet deadlines, work in a team environment, and follow written policies and procedures.
  • Must possess good work ethics and a positive attitude in a fast-paced environment with many changes.
  • Must be reliable and flexible to accommodate the business and the team's needs, no 9-5 mentality.
  • A general knowledge of all bank operations is preferred.

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