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.