Role supports a highly available always on 24x7 Healthcare systems services model and will participate in the on-call rotation as assigned.
Perform telephony hardware, software, PBX, VOIP, and infrastructure support tasks to include install/maintain system operability and performance.
Valid driver's license required as some regional travel may be required; position requires engineer to have reliable transportation and ability to travel to remote sites supported by the Provider.
Key contributor in daily Incidents, Service Request, and Projects support.
Maintain and stabilize telephony platform across 10 hospitals and 250 ambulatory sites.
Will work closely with other technology teams troubleshooting customer issues.
Will be responsible for supporting all voice networking assets in a Healthcare system to meet aggressive Business SLAs.
Job Responsibilities of Telecom Engineer:
Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned.
Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution.
Responsible to meet and maintain required SLA's.
Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair Avaya PBX system and Deskside Phones and Mobile Phones.
Support, install, and maintain phones, voice mail, Client and Cisco voice applications, PBX operating systems, and related IT peripherals.
Provide software engineer PBX/VoIP support, performing software installs/maintenance for optimum system operability and performance, maintain current system patches and upgrades.
Create new build, change, and deletion of VoIP and analog end points.
Implement various Cisco Call Manager end points, specifically standard end-user facing features and functionality.
Program standard Cisco feature sets and understand the impact & interoperability of these features.
Responsible for service testing to include identifying, correcting, or escalating problems.
Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications.
Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution.
Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.
Responsible for customer satisfaction scores - provides positive customer experience with each customer interaction.
Basic Qualifications for Telecom Engineer role:
5+ years of experience supporting telecom systems and protocols - including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, Clients, and call center technologies.
5+ years of experience in data center engineering support - including Smart Hands, device install/decom, patch cabling install/decom, and circuit extension.
Experience troubleshooting carrier and network connectivity issues - both VoIP and TDM.
3-5 years of experience in support of Avaya IVRs and dialers, and Avaya PBX systems and end user support including mobile phones knowledge and troubleshooting, and Smart Hands support experience.
3-5 years of experience supporting Cisco Unified Communications platform.
Good overall understanding of Cisco's UC (UCM/CUC/Infrastructure) and UCCE (ICM/CVP) technologies and products.
3+ years of experience supporting Mitel PBX switch and hardware.
3+ years of experience supporting Client / Siemens Unify hardware.
Bachelor's degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 5+ years of experience in the job offered.
Desired Skills:
Strong understanding of VPN and VMware is desired.
Proficient with MS Outlook, Word, Excel, PowerPoint and Visio desired.
Telecommunication certification is desired, such as BICSI, iNARTE, or SCTE Internet Protocol Engineering Professional (IPEP) certification.
Self-starter, results-oriented, and demonstrates 'can-do' traits.
