Systems Engineer II Telecom

At NorthBay Health, the Systems Engineer II, Telecom, is responsible for managing and maintaining assigned systems in a 24x7 high availability environment. The Systems Engineer II - Telecom will provide advanced level implementation, support and maintenance for all aspects of distributed IP telecommunication infrastructure including hardware, software, virtualization platforms, associated networking components and telecommunications carrier services. The ideal candidate will have experience in designing and supporting Cisco voice systems with an understanding of underlying infrastructure components and their configuration. This position interacts with all levels of the organization's administrative and medical/clinical staff and works with the organization's Technical, Operational and Applications support staff to meet cross discipline organizational objectives. This position understands the role of the telecommunications systems and how they relate to overall organizational effectiveness in meeting the needs of our customers.

PRIMARY JOB DUTIES

1. Performs daily system administration of all supported IP Telephony systems including security administration, patching, capacity planning, resource monitoring, performance analysis & tuning and other standard operations required for optimum performance, availability and general system health.

2. Maintains the organization's Call Routing Dial Plan.

3. Installs new systems and performs upgrades to existing applications, while maintaining current operating system releases and patches in coordination with application, operations personnel and vendor recommendations.

4. Provides technical support and training for customers and co-workers to meet department and corporate goals. 

5. Plans, maintains and follows recovery procedures as warranted including disaster recovery planning and testing.

6. Maintains systems at optimum performance capabilities ensuring maximum availability based on operating conditions.

7. Executes complex technical projects including system selections, implementations, upgrades and process improvements.

8. Functions as escalated support for IP Telephony and associated technical issues, collaborating with other members of the Technical organization and outside resources as required to resolve very complex problems.

9. Plans for and coordinates installation and abatement of physical infrastructure (UC/Data) cabling to meet organizational needs and as requested.

10. Periodically reviews telecommunications related cable plant and maintains relevant current documentation of UC systems (e.g. capacity, utilization, trunk assignment, etc.)

11. Performs analysis of reported operational problems reported by customers and develops reasonable, cost-effective technology-based solutions to address or improve reported problems.

12. Performs capacity planning, performance analysis and tuning, user and security administration of assigned IT and communications systems.

13. Plan and coordinate office moves, adds and changes of voice and data equipment with interdepartmental staff, IT staff and vendors.

14. Administers the Cisco UC IP Communications application/server suite.

15. Performs user account maintenance, IP voice device build, maintenance and troubleshooting.

16. Installs and cross connects analog twisted pair-based telephone lines as needed to support legacy and specialized applications.

17. Is familiar with and can perform standard terminations of appropriate cabling in type66/110 blocks, RJ11/45 jacks, modular keystone jacks and other associated communications products.

18. Ensures a team approach to all aspects of responsibilities including change management, problem resolution and standards development and planning.

19. Collaborates with all team members to develop solutions and processes to address current operational issues as well as future technology requirements.

20. Collaborate with team members and provide support to ensure backup personnel have adequate training and access.

21. Maintain SLAs for all assigned organizational applications/products.

22. Maintains all related support documentation including industry best practice standard documentation such as configuration documentation, IP Telephony system schematics, implementation plans and instructional material. 

23. Reviews problem trends and performs necessary analysis to identify short- and long-term solutions to prevent recurring problems. 

24. Conducts root cause analysis for IPT infrastructure-related incidents, & demonstrates expertise in problem solving, working with other members of IT and supported business partners.

25. Monitors and regularly reports to IP Telephony team and leadership on assigned system performance.

26. Develops performance monitoring, general system administration and troubleshooting checklists tools for Level 1 and 2 support personnel to continually expand their knowledge base and capabilities.

27. Develops, documents, executes and maintains policies and procedures appropriate to ensure system and organizational goals including regulatory and contract compliance.

28. Designs high availability and DR infrastructure in conjunction with other IT Staff, to meet availability requirements defined by business units.

29. Recommends changes to resource utilization to improve & optimize efficiency, & identifies cost-effective opportunities for technology refresh.

30. Manages software subscriptions for assigned systems and reports on current and projected costs.

31. Creates and implement project plans, ensure adherence to project timelines, perform project risk assessment and develop contingency risk plans.

32. Performs troubleshooting on corporate owned cellular devices (Android/iOS), pagers, IP voice end user devices and other devices as adopted by the organization.

33. Acts as a technology owner for assigned infrastructure systems.

34. Performs other duties as assigned. 

Education: 

• High-school diploma or equivalent preferred.  Four-year degree in Information Technology related field or equivalent work experience preferred. 

Licensure/Certifications:

• The position requires a valid California driver's license

• Current technical certifications in Cisco IP Telephony administration support preferred.  (e.g. CCVP / CCNP-Collab / CCIE)

Experience: 

• Seven (7) years of experience in an information technology role providing direct customer support and enterprise infrastructure management.

• Minimum 5 years of experience as a telecom engineer in a primarily Cisco infrastructure.

• Minimum 2 years' experience administering telecommunications systems in a 24x7 critical infrastructure organization preferred.

• Experience working with ITIL framework of best practices preferred.

• Experience working within the requirements of a 24/7 Highly Available environment.

• Experience working within the requirements of a change management system.

• Experience as a technology owner/Subject Matter Expert (SME) for Cisco IP Telephony infrastructure components including:

• Cisco ISR/ASR Digital Voice Gateways

• Cisco ATA/VG Analog Gateways / Generic Analog SIP Adapters

• Cisco UCS Virtualization

• Cisco Unified Call Manager

• Cisco Unity Voicemail

• Cisco IPCCX

• Demonstrated experience and ability in working with IP protocols as it relates to IP Voice Digitization, Transport and Delivery as well as Packet Analysis / Troubleshooting.

• Experience working with SIP gateways and SIP/Telco interconnection/routing.

• Experience developing and maintaining Dial Plans.

• Experience working in a converged services network environment.

• Experience working in a multi-carrier WAN environment. Understands the complexities associated with ensuring optimal performance, routing and avoiding outages.

• Experience working with and troubleshooting physical telecommunications infrastructure components such as Telco feeders, Cat3-6

• Experience with Ethernet based WAN carrier products, VPLS, SD-WAN as it relates to telephony backhaul, redundancy and overall performance.

• Experience with IP voice packet tagging and network-based QOS.

• Experience with WAN/Telco carrier products such as POTS, ISDN, T1, PRI, 3G/4G/5G

• Experience with physical plant cabling standards and associated regulations such as plenum space penetrations, fire barriers, underground conduit utilization and suspension requirements.

Skills: 

• Advanced knowledge of telecommunication administration standards including security administration, performance analysis & tuning, capacity planning, hardware and firmware maintenance. 

• Strong analytical and problem-solving skills. 

• Strong organizational and multi-tasking skills.

• Ability to manage multiple complex problems under pressure while maintaining a positive and professional demeanor. 

• Advanced level knowledge of computer fundamentals, computer operations, telecommunications systems, and help desk methodologies. 

• Should also have a general knowledge of the healthcare business and information systems as they affect clinician's workflow. 

• Ability to work independently and execute a task to a given set of requirements, seeking clarification and assistance as required to meet timelines and objectives.

• Ability to work as part of a project team, collaborating and regularly reporting status to project managers and multidiscipline project teams.

• The position requires dedicated attention to detail as well as the ability to maintain confidentiality of work-related information.

• Ability to diagram systems architecture for presentation to management and other IT staff to communicate future requirements and current IT systems' operation. 

• Ability to flow chart processes to identify bottlenecks and streamline procedures

Interpersonal Skills: 

Demonstrates the True North values. The True North values are a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Health. The True North values principles consist of Nurture/Care, Own It, Respect Relationships, Build Trust and Hardwire Excellence.  Able to communicate in an effective and professional manner with co-workers, vendors, associates and other departments. Able to control tense situations to remain focused on the problem at hand.

Hours of Work: 

• Normally works eight hours Monday through Friday. 

• Occasionally must work late in the evening or on weekends to complete project deadlines or emergency situations. Hours will vary according to work demands.

• Must be available by pager and or cell phone 24 hours a day 7 days a week according to a scheduled rotation for on-call coverage.

Compensation:  $64 to $84 per hour (exempt) based on years of experience doing the duties of the role.

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