Vacancy expired!
Job Description
#LI-NAM#INDISTSummary of Telecom Engineer duties:- 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.
- 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.
- 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.
- Strong verbal and written communications.
Vacancy expired!