Associate Unified Communications Engineer PRN

  • HCA
  • Derry, NH 03038, USA
  • Apr 30, 2019
Infrastructure

Job Description

Job Code: 25475-14318

PRN/Per Diem

PRN

The Unified Communications Associate Engineer PRN is a part time 20 hours per week position that is responsible to perform routine unified communications Avaya telephony support to Unified Communications and services to include voice and video communication systems.

Under general supervision is responsible for providing routine move add change requests as well as telephone programming to dial plans and dial route patterns. Responsible to respond to trouble tickets and work order requests to support customer requests for telephony and video support. Responsible for the programming and deployment of telephony endpoints and fax services. Utilizes software and hardware tools, identifies, and diagnoses routine to moderately complex problems and factors affecting network performance. Serves as Subject Matter Expert for telephony issues to support local facility staff for all unified communications issues. Follows established procedures for supporting business service applications, routers, switches, servers, circuits and other computer hardware infrastructure. Applies technical skills and procedures appropriate for the position.

General responsibilities:
  • Install unified communication applications; internal/external servers, network hardware, and related infrastructure.
  • Provide Move, Adds, and Changes for telephony request to include programming and deploying of end points.
  • Support Voice Mail (Unity Connections) support for routine individual user requests
  • Install, troubleshoot and maintain telephony infrastructure to support fax machines.
  • Install, troubleshoot and maintain interface between Unified Communications infrastructure and facility overhead paging infrastructure.
  • Install and maintain cabling plant infrastructure for Analog telephony installations that are supported on Unified Communications Infrastructure.
  • Ability to comprehend and implement best practices for Unified Communications, analyze routine production problems and select corrective action.
  • Interfaces with customers and senior engineers to collect, analyze and document requirements.
  • Researches error messages and uses analytical and problem solving skills to take necessary corrective actions.
  • Maintains unified communication architecture diagrams, problem documentation and actions taken.
  • Customer service orientation: Asks questions in response to customer request for assistance on a day-to-day need. Updates customers on progress and solicits support and guidance as needed and refers customer request appropriately.
  • Flexibility: Responds appropriately to changes in the work environment and emerging opportunities. Ask for criteria by which to reprioritize works. Seeks guidance to accommodate changes in circumstances and priority.
  • Problem solving: Ask questions and looks for data that helps to identify and differentiate the symptoms and root causes of every day defined problems. Escalate issues appropriately.
  • Attention to detail: Applies attention to detail to routine tasks defined in formal, written procedures and oral instructions. Seeks guidance on the quality and degree of completion for completing tasks.
  • Risk Management: Identifies risks as incidents occur within their own area of work. Takes actions to prevent problems from recurring. Follow established risk-monitoring procedures.
  • Vendor Management: Follows defined procedures when working with vendors and partners. Escalates questions and problems to the appropriate contacts.
  • Foundation Architecture Knowledge: Knowledge of the existence of foundation architecture standards. Supports the need to adhere to standards. Ask for guidance to follow standards.
  • Network Technology Knowledge: Applies basic principles of network technology. Assists in routine troubleshooting on components used in data and voice communications. Interprets simple component diagrams and seeks guidance from the appropriate contact to diagnose and resolve problems.
  • Adheres to and supports HCA IT&S standards, policies and procedures.
  • Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
  • Adheres to Code of Conduct and Mission & Value Statement.

Responsibilities:
  • Responsible ensure that work requests and incidents and completed in accordance with established SLAs. Escalates complex problems for unified communications problem to senior engineers and assists in resolving division and facility-wide incidents and problems. Provides excellent customer service, manages difficult or emotional customer situations, responds promptly to customer's needs; responds to requests for service and assistance

  • Monitors unified communications infrastructure to ensure system reliability and availability and compliance with HCA standards and best practices. Collaborates with senior engineers and peer on support for unified communications infrastructure and develop ongoing best practices to support unified communications and support for related systems.

  • Responsible to work with facility leadership to support unified communications to meet business needs while controlling costs.

  • Update as built drawing and maintains documentation of installed unified communications infrastructure.

  • Other duties as assigned
  • Quality - Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality
  • Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment


  • Professionalism - Approaches others in a tactful manner, reacts well under pressure
  • Adaptability - Adapts to change, manages competing demands; Changes approach or method to best fit situation; Able to deal with delays, or unexpected events.
  • Strong troubleshooting skills and a basic understanding of core networking technologies; knowledge of basic routing and switching
  • Foundation knowledge of legacy telecom to include PBX administration and configuration.
  • Foundational knowledge regarding network design and the different protocols to include routing and switching technologies
  • Foundational knowledge for unified communications with some knowledge of Cisco Voice over IP Telephony to include: Call Manager, Unity Connections, Emergency Responder, Presence, Expressway




Bachelor's degree preferred

1+ years of experience required




Last Edited: 04/25/2019