Overview
Overall responsibilities include new and existing installations which require performing technical diagnostics, maintenance, configurations and troubleshooting of telephone systems, both remotely and onsite. Responsibilities will include being on-call for urgent issues that require a prompt response and the ability to log in remotely to troubleshoot and diagnose. If unable to resolve remotely, perform onsite troubleshooting. Ability to know when to escalate issues to next level technician.
Responsibilities
Provides timely, courteous telecommunications service for all internal and external customers as well as DH team members and peers.
Assist with installs, configuration, testing and maintenance of telephone systems and endpoint devices for DH-Health (physical and softphones).
Performs telephone changes, troubleshooting, and system configurations that route calls.
Assist and participate in data server upgrades and migrations as needed.
Manage and perform voicemail configurations and assist staff with voicemail issues and training.
Provide effective remote support to any location throughout the DH enterprise as needed.
Communicate routine and complex system information effectively with both technical and non-technical audiences.
Travel physically to DH-Health locations as needed to provide installation, support and training.
Develop and maintain accurate system extension/DID lists, phone diagrams and end user support guides as needed.
Generate meaningful telephone system data reports used to determine the cause of any issues and developing solutions going forward.
Develop and analyze operational databases to provide reporting, maintenance, and inventories for telephone systems.
Perform preventative maintenance and repairs on telephone equipment per established procedures including overhead paging, ambient music, battery backups, and backup telephone systems.
Participate in the evaluation, planning and implementation of all telephone related system upgrades and deployments.
Updates blueprints and wiring diagrams to document adds, changes and moves to cable plant.
Understanding and documenting call flows throughout the telephone system.
Participate in the 24x7x365 On Call rotation.
Perform other duties as required or assigned
Qualifications
- High school graduate with at least 1 year of experience using VoIP technology and a general knowledge of networking principles in a large commercial environment.
- Knowledge of telephone software and telephone system configuration required.
- Ability to ensure systems continue to be configured to manufacture’s standards and best practices.
- Relevant training and certifications a plus.
- Good customer service skills and experience desired
Required Licensure/Certifications