Senior It Telecom Field Service Technician

Job Description/Summary:
The IT Telecom Unified Communications Team provides core enterprise-wide Telecom services. It is responsible for the planning, installation and the management of the Hospital’s enterprise-wide Unified Communication Services. These services comprised of a complex IT Telecom infrastructure consisting of cable plants, network closets, routers, switches, wireless controllers, security components, telephony equipment and end-user applications, and end-user appliances.

Under general supervision of IT Unified Communications Manager, the Senior IT Telecom Field Service Technician is responsible for day-to-day management of voice services, applications end devices and infrastructure within the OSI model.

This position interacts with physicians, nurses, and a broad array of others including administrative personnel, other IT Telecom groups, external departments, vendors, and consultants requiring both sound technical and outstanding customer service skills (highly professional, courteous, and patient disposition.) The IT Telecom Unified Communications Field Service Technician ensures the timely completion of appropriate proactive maintenance activities and reactive incident resolution processes necessary to maintain the end user IT Telecom device environment. This includes corrective action in the resolution of incidents and escalation/notification processes as appropriate.

Position Requirements:
Minimum Education: Bachelor’s degree or foreign equivalent degree in information technology related field. Extensive experience be considered in lieu of education.
Minimum Experience:

• Five (5) years of hands-on experience implementing and managing large scale Telecom infrastructure consisting of phones, headsets, phone accessories, Virtual Analog Gateways and applications.
• Three (3) years of experience of related work experience in healthcare strongly desired.

License Preferred: Maintain a current California driver’s license and meet all Hospital Risk Management requirements including no moving violations within one year. Auto travel to other sites is often required.
Certification Required: AIPS Avaya Implementation Professional Specialist, and ASPS Avaya Support Professional Specialist or equivalent
Knowledge, Skills, and Abilities:

• Knowledge of telecom security architectures and components
• Strong telecom documentation skills with the ability to present to non-technical audiences
• Strong professional, verbal, written and presentation skills
• Ability to work days, evenings, and weekends as required: 24×7 support and professionally respond to urgent situation during non-standard hours with short or no notice
• Ability to work independently on assignments with minimal supervision
• Ability to work as a participant in a team environment and maintain confidentiality
• Knowledge of other related areas of IT
• Ability to apply department processes and procedures to work
• Ability to understand business needs and how business systems can support those needs
• Self-motivated and work independently and as part of a team
• Demonstrate highly developed problem-solving skills
• Able to learn effectively and meet deadlines
• Demonstrate ability to effectively communicate with technical and non-technical personnel at various levels in the organization on a regular basis
• Significant experience with the integration of highly complex, diverse, internally and externally developed implementations of business functions to build enterprise-class, scalable systems

Technical Knowledge:

• High-level knowledge of IT Network and voice cabling infrastructure and associated telecom endpoints.
• Expertise of Avaya phone configuration and provisioning in addition to OneCloud contact center call flow, agent, reporting and dashboard configuration.
• Advanced knowledge of end point feature configuration.
• Advanced understanding of IT Network and Security infrastructure.

Physical Requirements:
Sit: Up to 8 hours/day
Stand/Walk: Up to 6 hours
Bend/Stoop: Up to 6 hours
Reach: Up to 6 hours
Rep Use of UE/Grasp: Up to 8 hrs
Lift/Push/Pull: 25 lbs, over 25 lbs with assistance or equipment
This job requires the ability to hear alarms clients and/or instruction. The ability to see accurately from 20 inches to 20-ft. Reasonable accommodations be made to enable individuals with disabilities to perform the essential function of this position.