Major Responsibilities:

• Adhere to telecommunications policies as needed to maintain the security and business continuity of the Advocate Aurora Health VoIP enterprise telecommunications network.
• Installs and tests new and existing VoIP telephone and voice mail components at hospital and critical locations, in accordance with applicable codes, standards and department policy. Provides insight and guidance to VoIP Technicians and Telecom Analyst Associates during campus projects.
• Executes service ticket requests for complex telephony service requests. Completes all necessary purchase orders for needed parts by working with vendors and outside sales personnel. Serves as an escalation resource for particularly complex or difficult incidents and requests.
• Participates and is accountable for implementing agreed upon design, documentation, testing, consulting, and modification of telecom systems (hardware, operating system, applications) to meet specific business functional requirements.
• Partners with Telecom Implementation Engineers to design, plan, deploy and support large VOIP telecom solutions at various facilities. Participates in deploys in a significant way.
• Responsible for port activation, connectivity, testing and user placements according to available physical infrastructure. Programs VoIP telephony systems for complex applications including advanced call routing.
• Perform audits on business continuity processes and monitor all VoIP telecommunications systems deployed across hospital and critical AAH sites.
• Provides small station wiring requests and performs wire cross-connecting to the VoIP telephony system. Troubleshoots and identifies telephone troubles. Replaces defective telephone set hardware. Makes appropriate software changes to telephony systems to correct problems.
• Documents all repairs and installations. Maintains records for repair of the associated equipment; maintaining the appropriate database for inventory, directory and diagrams.
• Collaborates with other departments on new and existing VoIP telephony equipment and services. Provides suggestions to improve service and design.
• Provides quality customer service, manages client expectations and establishes positive working relationships. Routinely trains and assists VoIP Technicians. Must maintain certifications on supported VoIP systems.

Licensure, Registration and/or Certification Required: None Required

Education Required: Bachelor's Degree (or equivalent knowledge) in Computer Science or related field.

Experience Required: Typically requires 5 years of experience in telecommunication services that includes experiences in diagnosing and troubleshooting service issues, wiring and voice mail programming, basic phone networking configuration and troubleshooting and VOIP technologies.

Knowledge, Skills & Abilities Required:

• Advanced telecommunications structured wiring skills of running cable, punch downs and cross-connects. Working knowledge of structured cabling systems, house cabling and protection equipment.
• VoIP telephony programming experience required.
• Knowledge of features for telephone sets and basic telephony hardware skills for key system and telephone set troubleshooting. Advanced telephony programming experience.
• Understanding of VOIP telecom and basic networking technologies required.
• Ability to work with little or no supervision.
• Ability to provide instruction and guidance to co-workers and vendors
• Must have excellent customer service skills.
• Participate in on-call rotation.

Physical Requirements and Working Conditions:

• This is a Critical Services position. Must be able to report to remote locations during inclement weather and when public transportation is not available.
• Must be able to sit, stand, walk, lift, squat, bend, twist, drawl, kneel, climb and reach above shoulders and work at heights at various times in the workday.
• Must be able to lift and carry up to 50 lbs. at waist height a reasonable distance.
• Must be able to push/pull with 10 lbs. of force.
• Must have functional vision, speech and hearing.
• Must be able to use hands with find manipulation when using computer keyboard.
• May be exposed to fumes, odors, dust and dirt.
• May be exposed to mechanical, electrical and chemical hazards; therefore protective equipment may be worn as necessary.
• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.