First Republic Bank

Returning Candidate?

Voice and Video Analyst I

Voice and Video Analyst I

Job Locations 
US-CA-San Francisco
Information Services

More information about this job


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 Services Analyst I is responsible for first level support, troubleshooting, repair, and maintenance of voice and audio/visual communications systems and services. This person is responsible for performing local and remote programming and maintenance, resolving end-user application and equipment problems, and communicating with end-users and cross-functional teams on a daily basis. He/She will be responsible for  handling daily moves/adds/changes using the Service Now ticketing system for voice and working audio/video requests and incidents, including remediation of outages (in concert with internal partners and external vendors).  He/She will also be involved in voice and video-related projects such as assisting with system implementations, testing, and documentation of training material and procedures.  This person will be responsible for ensuring high availability of all voice & video systems and apps for all FRB sites, demonstrating a thorough understanding of the capabilities and features of modern telephone switches (VoIP); audio/video bridging systems, and video conferencing equipment.


  • Responsible for handling voice and audio/video incident 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.
  • Provide live, in-meeting and remote video conferencing support and monitoring for all conference rooms, board rooms and Telepresence rooms for all FRB locations.  Set up scheduled audio and video conferencing bridges, as well as ad-hoc/point-to-point video connections for internal clients.
  • Ensures the integrity of the voice and video communications network and devices: Cisco Call Manager, ShoreTel Director, ACD, auto-attendants, call recording, IVR, Telepresence, TMS/Codian, CATV, and all related applications and hardware.  This includes responding to system issues on an on call rotation outside of business hours.
    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.
  • Performs the following sysadmin duties: troubleshooting, handling IMACs, hardware installations, administration, and configuration.
  • Assist with voice and video-related projects, such as the development and deployment of new equipment, testing, and training at FRB sites and facilities.
  • Responsible for maintaining current and accurate documentation of technical information, inventory and procedures.  This includes documentation of frequent or new issues/resolutions to promote cross-training and team support.
  • Active participation in process improvements and collaboration within the team and with other IS teams to promote teamwork and efficiencies.
  • Perform duties & responsibilities specific to department functions & activities, and other duties & responsibilities as required or assigned by supervisor.
  • Responsibilities include the following: 1) 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.), 2) adhering to Bank policies and procedures, 3) completing required training, 4) identifying and reporting potential suspicious activity to the BSA/AML Officer, and 5) 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.


  • Minimum of 4yrs hands-on experience 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.
  • Working knowledge preferred 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.
  • 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.
  • A general knowledge of all bank operations is preferred.
  • Must possess good work ethics and a positive attitude in a fast-paced environment with many changes.

Mental/Physical Requirements:

  • The ability to learn and comprehend basic instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
  • Vision must be sufficient to read data reports, manuals and computer screens.
  • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
  • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
  • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
  • Must be able to travel in a limited capacity.


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