Voice Field Engineer | IT - Voice Services
- Responsible for resolving voice incidents for end users in the health system.
- Responsible for handling Moves, Add, Change (MAC) requests for end users in the health system.
- Primarily focused on providing support for end user(s), departments, or specific sites.
- Ability to support software and hardware changes in the Voice environment
- Ability to program and support systems and devices such as Unify HiPath 4000, Avaya Aura Platform, Cisco CUCM (CallManager), Unify OSCC, ASCOM DECT Platform.
- Leverage expertise during major outages or implementations
- Possesses the ability to provide support for larger voice projects and installations
- Three (3) or more years of experience in health care Information Technology.
- Three (3) or more years of experience with complex multi-site VoIP networks.
- Three (3) or more years of experience performing moves, adds and changes (MAC) of analog, digital and IP phones.
- Three (3) or more years of experience with IT Service Management Tools (ITSM). Experience using Service Now preferred.
- Most desirable would be direct experience with Service Desk, Incident Management, Request Management, and Problem Management.
- The individual should have experience in surveying, designing/adding new departments or locations on to existing Henry Ford Health voice systems or networks.
- This includes the configuration of stations, trunks, voicemail, and call processing.
- The individual must have experience working with PSTN carriers. Experience includes creating new circuit orders, disconnect orders, and repair orders.
- Experience with data networking is desirable. Relevant industry certifications related to telecommunications, Voice Over IP, data networking, contact center, or collaboration/unified communications. Must be self-directed and can adapt to sudden changes. Must have strong customer facing skills.
- This position requires face-to-face contact with end users to identify and resolve their issues.
- Must be highly collaborative and able to work with different organizations and teams.
- Capable of working independently and can effectively communicate with leaders, users, and technical colleagues.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to work quickly and efficiently under deadline pressure.
- Ability to handle numerous projects simultaneously.
- ITIL certification(s).
- Organization: Corporate Services
- Department: Ascension Ntwk Fac amd TransSr
- Shift: Day Job
- Union Code: Not Applicable
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