UC Health
IT Telephony Engineer, Full Time, First Shift
UC Health, Cincinnati, Ohio, United States, 45208
Overview
UC Health is hiring a Full Time IT Telephony Engineer . The Engineer is responsible for supporting and implementing IP telephony systems in accordance with departmental standards and procedures. They work with users to define telephony system functionality, call flow, reports, and phone system applications requirements. The engineer understands data networks that support voice operations, documents operational procedures, tests telephony software, performs backups, coordinates software releases and performs other duties associated with telephony hardware. The role includes dealing with special use cases involving call center agents, remote workers and MS Teams. Location : Cincinnati, OH, United States Qualifications
Minimum Required: High School Diploma or GED. Preferred Degree: Associate degree in IS&T or related field. Business or Computer Science. Minimum Required: 5 Years equivalent experience. Responsibilities
Telephony Infrastructure Plan and Install: Meets with clients to understand their needs; research, plan, and implement solutions; work with vendors to receive quotes; assist in evaluation for system hardware and software products; work with Architects in testing new features/equipment in a lab environment; follow InfoSec policy to secure hardware, applications and remote access; configure and implement non-complex service requests/feature configurations based on use cases; work with IS&T, department representatives and vendors on installation, upgrades, and maintenance of complex systems; help develop a project plan of participants, tasks, and timelines once purchase is approved; aid in inventory management and documenting equipment received and dispersed; document “as built” plans and enter information into the knowledge base; understand Cloud application architecture, configuration, and setup. Incident Management And Maintenance: Use Network Services monitoring systems to determine potential issues; monitor the IS&T Service desk incident queue and respond to user problems; query, report and close trouble tickets in a timely manner; communicate regularly with management and Help Desk; provide after-hours support for telephony and network projects; interact as Tier 2-3 support to IS&T departments and vendors; perform tests on systems/software to determine the nature of problems; utilize resource material, vendors and expertise to pinpoint problems quickly; review device and monitoring logs and proactively review utilization; utilize appropriate tools to analyze network data; respond to alerts from network management software; open tickets with vendor support; process returns of defective equipment; troubleshoot network hardware and software and escalate to an architect if necessary; participate in network on-call schedule rotation; maintain a spare pool of network equipment; maintain current software versions on network and telephony systems; maintain fiber optics and other cabling enterprise systems; perform scheduled backups; add users to data network access control; complete Problem Management documentation for global events; conduct regular security audits and assessments to identify vulnerabilities and ensure compliance with security standards and regulations; make changes to stations, vectors, ACD groups, voicemail and customer permissions; activate cell phone using the carrier portal; build and test call centers per UC Health customer requirements; set up voicemail accounts and conferencing accounts; monitor and maintain all call accounting software; perform standard administration related to moves, adds and changes (MAC); conduct equipment configuration backups. Administration: Provide administration services/support for the enterprise; conduct periodic hardware inventory audits; participate in PMO and Change Management processes; attend weekly staff and all-hands meetings; audit system processes and applications; aid in inventory management and documenting equipment received and dispersal; keep current on manufacturer support notices and updates; attend seminars as approved; work with clients to understand their needs; implement network and telephony designs; research, develop, plan, and implement new network and telephony approaches; configure and install network and telephony devices; maintain current software versions on network and telephony systems; maintain fiber optics and other cabling enterprise systems; perform scheduled backups; work with vendors to receive quotes for products and services; add users to data network access control; setup wireless clinical phones; participate in project and change management processes; stay updated on manufacturer support notices and updates; audit system processes and applications; test analog and PRI circuits. Documentation: Document tickets with status updates, findings, and resolutions; maintain network drawings; prepare cabling work orders for contractors; participate in policy and SOP development; maintain site-specific hardware lists and IP assignments; use knowledge base to document information; produce call detail reports when requested; provide traffic studies, call records, call traces and SIP packet captures; utilize Avaya Aura and telephony dependent software; attend and conduct training for UC Health customers on telephony systems and applications; produce, maintain and schedule CMS reports for call centers/operations. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries: Hospitals and Health Care Note: This refined description focuses on core responsibilities and qualifications and removes extraneous postings and non-essential boilerplate.
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UC Health is hiring a Full Time IT Telephony Engineer . The Engineer is responsible for supporting and implementing IP telephony systems in accordance with departmental standards and procedures. They work with users to define telephony system functionality, call flow, reports, and phone system applications requirements. The engineer understands data networks that support voice operations, documents operational procedures, tests telephony software, performs backups, coordinates software releases and performs other duties associated with telephony hardware. The role includes dealing with special use cases involving call center agents, remote workers and MS Teams. Location : Cincinnati, OH, United States Qualifications
Minimum Required: High School Diploma or GED. Preferred Degree: Associate degree in IS&T or related field. Business or Computer Science. Minimum Required: 5 Years equivalent experience. Responsibilities
Telephony Infrastructure Plan and Install: Meets with clients to understand their needs; research, plan, and implement solutions; work with vendors to receive quotes; assist in evaluation for system hardware and software products; work with Architects in testing new features/equipment in a lab environment; follow InfoSec policy to secure hardware, applications and remote access; configure and implement non-complex service requests/feature configurations based on use cases; work with IS&T, department representatives and vendors on installation, upgrades, and maintenance of complex systems; help develop a project plan of participants, tasks, and timelines once purchase is approved; aid in inventory management and documenting equipment received and dispersed; document “as built” plans and enter information into the knowledge base; understand Cloud application architecture, configuration, and setup. Incident Management And Maintenance: Use Network Services monitoring systems to determine potential issues; monitor the IS&T Service desk incident queue and respond to user problems; query, report and close trouble tickets in a timely manner; communicate regularly with management and Help Desk; provide after-hours support for telephony and network projects; interact as Tier 2-3 support to IS&T departments and vendors; perform tests on systems/software to determine the nature of problems; utilize resource material, vendors and expertise to pinpoint problems quickly; review device and monitoring logs and proactively review utilization; utilize appropriate tools to analyze network data; respond to alerts from network management software; open tickets with vendor support; process returns of defective equipment; troubleshoot network hardware and software and escalate to an architect if necessary; participate in network on-call schedule rotation; maintain a spare pool of network equipment; maintain current software versions on network and telephony systems; maintain fiber optics and other cabling enterprise systems; perform scheduled backups; add users to data network access control; complete Problem Management documentation for global events; conduct regular security audits and assessments to identify vulnerabilities and ensure compliance with security standards and regulations; make changes to stations, vectors, ACD groups, voicemail and customer permissions; activate cell phone using the carrier portal; build and test call centers per UC Health customer requirements; set up voicemail accounts and conferencing accounts; monitor and maintain all call accounting software; perform standard administration related to moves, adds and changes (MAC); conduct equipment configuration backups. Administration: Provide administration services/support for the enterprise; conduct periodic hardware inventory audits; participate in PMO and Change Management processes; attend weekly staff and all-hands meetings; audit system processes and applications; aid in inventory management and documenting equipment received and dispersal; keep current on manufacturer support notices and updates; attend seminars as approved; work with clients to understand their needs; implement network and telephony designs; research, develop, plan, and implement new network and telephony approaches; configure and install network and telephony devices; maintain current software versions on network and telephony systems; maintain fiber optics and other cabling enterprise systems; perform scheduled backups; work with vendors to receive quotes for products and services; add users to data network access control; setup wireless clinical phones; participate in project and change management processes; stay updated on manufacturer support notices and updates; audit system processes and applications; test analog and PRI circuits. Documentation: Document tickets with status updates, findings, and resolutions; maintain network drawings; prepare cabling work orders for contractors; participate in policy and SOP development; maintain site-specific hardware lists and IP assignments; use knowledge base to document information; produce call detail reports when requested; provide traffic studies, call records, call traces and SIP packet captures; utilize Avaya Aura and telephony dependent software; attend and conduct training for UC Health customers on telephony systems and applications; produce, maintain and schedule CMS reports for call centers/operations. Seniority level
Mid-Senior level Employment type
Full-time Job function
Engineering and Information Technology Industries: Hospitals and Health Care Note: This refined description focuses on core responsibilities and qualifications and removes extraneous postings and non-essential boilerplate.
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