Beth Israel Lahey Health
When you join the growing BILH team, you’re not just taking a job, you’re making a difference in people’s lives.
Job Type:
Regular
Scheduled Hours:
40
Work Shift:
Day (United States of America)
Telecom Associate
Job Description:
Job Summary: Under the direction of the Manager of Telecommunications Services, and within established hospital, clinic, and department policies and procedures, support telecommunications activities in a multi-vendor, multi-platform environment. Assist with the daily technical support of the BILH telecommunications networks, and for the installation, maintenance, and tuning of telecommunications software and hardware. Consults with the Manager of Telecommunications Services on specific matters requiring clarification, interpretation, or exception to standard policies and procedures.
Essential Responsibilities:
Routinely communicates with the Telecom System Manager and others as appropriate, regarding department functions and the status of various programs, services, and financial objectives.
Works to maintain Telecom Department SLA timelines for call backs, installations and problem resolutions. Responsible for accurate ticket reporting.
Primary interface with internal and external customers, including telephone answering, verifying, entering and completing routine work requests, and assisting technicians with daily installations.
Responsible for routine phone system configurations including extension naming, voicemail activations, deactivations and forwarding.
Trains customers in basic features, set types, voice mail, etc. Answers customer questions. Installs voice mail boxes and auto attendants as requested, and/or abilities allow. Maintains and updates all internal directories.
Monitor Tracking system for work orders and complete as skill level allows or reassign as appropriate. Maintain calendar of events to ensure no scheduled dates are missed. Edit work orders as necessary and communicate any changes in dates or design to customer.
Assist in maintaining the departmental policy and procedure manual by composing new policies, documenting new/changes in procedures, and editing outdated information. Distribute changes to staff one approved by manager.
Responsible for maintaining critical communications services in emergency situations and must be available off hours for major installations, upgrades, outages and on-call rotation.
Required Qualifications:
High School diploma or GED required. Associate’s degree preferred.
1-3 years related work experience required.
Advanced technical computer skills as required for technical support specific to functional area and related systems.
Preferred Qualifications:
Avaya Certifications
Competencies:
Decision Making: Ability to make decisions that are guided by general instructions and practices requiring some interpretation. May make recommendations for solving problems of moderate complexity and importance.
Problem Solving: Ability to address problems that are varied, requiring analysis or interpretation of the situation using direct observation, knowledge and skills based on general precedents.
Independence of Action: Ability to follow precedents and procedures. May set priorities and organize work within general guidelines. Seeks assistance when confronted with difficult and/or unpredictable situations. Work progress is monitored by supervisor/manager.
Written Communications: Ability to communicate clearly and effectively in written English with internal and external customers.
Oral Communications: Ability to comprehend and communicate complex verbal information in English to medical center staff, patients, families and external customers.
Knowledge: Ability to demonstrate full working knowledge of standard concepts, practices, procedures and policies with the ability to use them in varied situations.
Team Work: Ability to work collaboratively in small teams to improve the operations of immediate work group by offering ideas, identifying issues, and respecting team members.
Customer Service: Ability to provide a high level of customer service to patients, visitors, staff and external customers in a professional, service-oriented, respectful manner using skills in active listening and problem solving. Ability to remain calm in stressful situations.
Physical Nature of the Job:
Sedentary work: Exerting up to 10 pounds of force occasionally in carrying, lifting, pushing, pulling objects. Sitting most of the time, with walking and standing required only occasionally
FLSA Status:
Non-Exempt
As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more (https://www.bilh.org/newsroom/bilh-to-require-covid-19-influenza-vaccines-for-all-clinicians-staff-by-oct-31) about this requirement.
More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients’ lives. Your skill and compassion can make us even stronger.
Equal Opportunity Employer/Veterans/Disabled
To help us track our recruitment effort, please indicate in your cover//motivation letter where (jobsintelecom.net) you saw this job posting.