This role will provide independent resolution and leadership on complex communications issues involving multiple vendors and a variety of telecommunications products. This position will respond to and resolve inter-support center escalations with the Infrastructure team. This function will provide on-site support to customers and partners in handling complex / difficult situations where there is a need for both political acumen and complex problem-solving skills. This individual will participate... more details
Telecom Engineer Tech
Job Description
Purpose & Scope:
This role will provide independent resolution and leadership on complex communications issues involving multiple vendors and a variety of telecommunications products. This position will respond to and resolve inter-support center escalations with the Infrastructure team. This function will provide on-site support to customers and partners in handling complex / difficult situations where there is a need for both political acumen and complex problem-solving skills. This individual will participate in after-hours rotations if needed. Candidates must have a technical degree or equivalent industry experience, with at least 6 years of related telecom engineering / support experience in Telco products. Experience with protocols including SIP, H.323, and ISDN) is required, video conferencing, wireless and VoIP. Excellent interpersonal skills and an in-depth knowledge of telecom concepts and terminology are needed. A high degree of verbal and written communication / customer relation skills and a high degree of competency in telecom applications and Avaya support, and the associated protocols and programming languages are needed. Responsible for all installation and maintenance of all hospital and off-site affiliates telephone related equipment. Additional responsibilities include but are not limited to:
Working under the direction of the Telecom Supervisor and Director of IT - Service Management to design, select, implement, and maintain complex telecommunication systems for all hospital locations.
Prepare and document procedures for maintenance of equipment, infrastructure, service and trouble tickets.
Provide reporting on expenses, services and equipment utilization.
Survey the market place on new products, technology and services and work with the vendors to bring new solutions.
Consult with end-user community to help them better able to use the communication tools available to them.
Responsible for recommendation on personnel to support the telecommunication environment.
Provide management, leadership and training for additional direct reports.
Provides Automatic Call Distribution (ACD) guidance, configuration, and support for all VHC customers.
Installs, configures, and supports all telecom services at VHC and Private Physician Practices.
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