Analyst I-Technical

Westlake offers you the potential to enrich your work life and career experience in an entrepreneurial environment. We work together to enhance peoples' lives through our products and presence in the communities in which we operate.
SUMMARY
The Analyst I-Telecommunications Systems will be responsible for supporting the operation of the voice and video telecommunications infrastructure across the enterprise, including in-house, cloud-based, and mobile wireless systems, act as the primary level of telecommunications systems administration, manage telecommunications projects including the centralization of voice and video through the deployment of unified communications systems across the company, optimize operations, cost, and reliability of voice and video systems, optimize and manage voice and video services contracts and agreements, including local, long distance, cloud, and mobile wireless, assist I.T.'s customers with telecommunications support issues, coordinate and provide user-level training on Westlake telecommunications systems, assist in the development of standards, policies, and procedures related to in-house, cloud, and mobile wireless voice and video services.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide excellent customer service to I.T.'s customers by assisting them during the support process.
• Apply systems techniques and procedures, provide support to users, and consult with users on their needs and specifications.
• Install, configure, administer, and maintain Westlake's voice and video systems across the enterprise.
• Analyze, troubleshoot, and resolve system hardware, software, and networking issues related to voice and video systems.
• Maintain and manage voice and video systems licensing.
• Maintain electronic records of voice and video systems hardware and software inventories.
• Make recommendations for and drive improvements to voice and video systems.
• Provide support for voice and video systems issues, with a goal of meeting metrics aligned with I.T. User Services and Support goals.
• Assume ownership of assigned service requests, and assure that service requests are handled in an organized and timely manner.
• Provide high-quality and timely communications to users during the service process, using frequent verbal and written communications.
• Maintain service and support records in the I.T. work order system.
• Maintain and project a professional attitude toward users.
• Provide alternatives when necessary in order to meet the business' requirements.
• Provide support to the I.T. Help Desk and other I.T. personnel as needed.
• Advise the User Services and Support Manager and make recommendations for improving operations.

• Perform the primary thinking encompassed by this job description.
• Comply with all Company policies and procedures.
• Fully support Company goals of continuous improvement and operational excellence at strategic and tactical levels including reviewing area of responsibility for improvement opportunities to initiate projects or communicate ideas to management as well as active participation on project teams.
• Any additional responsibilities or task as assigned.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

• B.A./B.S. in Computer Science or other technical field required.
• Cisco CCNP-Voice certification preferred.
• 1 year in IP voice and/or video telecommunications systems design, administration, or support required.
• 1 year in Cisco Unified Communications systems design, administration, or support preferred.
• Ideal candidate will be familiar with broad range of voice and video telecommunications system technologies, problems, and solutions. Possess strong background in systems installation, administration, and support.
• Excellent customer service and problem-solving skills.
• Excellent listening, verbal and written communications skills.
• Candidate will be customer-focused and have a positive and patient attitude towards colleagues and customers.
• Self-starter, yet able to take and execute direction when needed.
• Ideal candidate will seek to expand knowledge and grow in position.
• Works well in a team environment.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to touch, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop, kneel, or crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate as normally based in an office. Some of the work may be required in the operating units which can require usage of required PPE including safety glasses, hearing protection, etc. May also result in exposure to outside elements and may require usage of stairs and elevators. Travel up to 25% including air travel or auto travel.
Westlake is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristics protected by applicable legislation.
If you are an active Westlake employee (or an employee of any Westlake affiliates), please do not apply here. Please go to your Workday homepage and click on the "Careers" worklet and view "Westlake Career Opportunities".