IT Unified Communications Engineer III - Digital Technology Services

				Overview:

Our team members are the heart of what makes us better. 

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community. 

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Digital Technology Services (DTS) Unified Communications (UC) Engineer III is responsible for provisioning customers and maintaining the voice and data connectivity within a Cisco UC system and data-network environment as part of the Hackensack Meridian Health (HMH) network UC Team. Includes configuration of customer VoIP and analog telephones and gateways, Unity Voicemail, troubleshooting customer and system problems. Responsible for performing adds, moves, and changes with telecommunications cabling including terminating cabling on network patch panels and telephone blocks, assisting the end-user customer device setup. Installs equipment in IDF's (intermediate distribution frames) and other Information Technology (IT)/DTS areas. Through good problem-solving, resourcefulness, and competence works on complex issues with little to no supervision. May provide leadership, coaching, and/or mentoring to a subordinate group.

Responsibilities:

A day in the life of a Digital Technology Services (DTS) Unified Communications (UC) Engineer III at Hackensack Meridian Health includes:

* Assist with implementation and testing of new UC solutions and technologies into the enterprise, and ensure a collaborative environment is highly available and functions as a mission critical service.
* Apply modern configuration management practices to endpoint management. 
* Proactively monitor and measure systems performance to detect trends and identify problems prior to user impact.
* Tier 1/2/3 UC/voice troubleshooting.
* Configuration of IP telephony endpoints, including voice gateways, handsets and soft clients. 
* Contact Center assistance and support. 
* Manage, troubleshoot, and maintain UC infrastructure, Cisco Networking and VoIP technologies.
* Perform patching, updates, upgrades, refreshes, and other maintenance activities across the UC platform. 
* Work closely with other support members and teams to ensure incident events are escalated and resolved in a timely manner.
*  1Manage incoming escalations from the Service Desk, Network Operations, and other support teams.
* Document and track incidents in ServiceNow. 
* Join troubleshooting bridge calls for major incidents.
* Communicate directly with end-users as necessary to resolve issues and complete requests. 
* Assist with postmortem related activities and support various efforts related to operational improvements.
* Assist management with identifying and implementing new/improved processes, change control processes, new request processes, report generation, and ad-hoc requests. 
* Contribute to the documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, job aids, and user guides. 
* Continuously cross-train to also support other technical tasks and responsibilities on the systems and/or network engineering support teams. 
* Report service disruption or degradation, perform necessary incident response, recommend, and implement corrective action to appropriate technical administration staff, and monitor for successful resolution within the defined service level agreements (SLAs). 
* Other duties and/or projects as assigned.
* Adheres to HMH organizational competencies and standards of behavior.

Qualifications:

Education, Knowledge, Skills and Abilities Required: 

* Bachelor's degree in IT, Computer Science, Management Information Systems, or other related area of study; An applicable technical certificate; Or equivalent related work experience may be accepted. 
* Minimum of 7 years of progressive experience in Unified Communications/PBX user administration and data communications installation.
* Hands-on experience and proficient with the following technologies and systems: 
* Cisco IP Phones 
* Cisco Communications Manager (CUCM)
* Cisco Jabber 
* Cisco Unity Connection (CUC) 
* Cisco Instant Message & Presence Server (IM&P)Cisco Contact Center Express (UCCX) (CUCM integration and base configuration )
* Cisco IOS Gateways with Media Gateway Control Protocol (MGCP) and Session Initiation Protocol (SIP) SIP/MGCP Voice Gateways 
* SIP Trunking 
* Cisco Unified Survivable Remote Site Telephony 
* Cisco Mobile & Remote Access

* Familiarity with Information Technology Infrastructure Library (ITIL) Framework. 
* Strong grasp of networking fundamentals. 
* Excellent communication skills.
* Excellent written and verbal communication skills. 
* Proficient computer skills that include but are not limited to Microsoft Office and/or Google Suite platforms.

 Education, Knowledge, Skills and Abilities Preferred:

* CCNA/Voice Specialist or 5+ years of IT and voice specific experience in Cisco. 
* Healthcare experience. 
* Project Management experience.

 Licenses and Certifications Required: 

* Cisco Certified Network Professional Voice (CCNP Voice) or obtain certification within one (1) year of employment. 

Licenses and Certifications Preferred:

* Cisco Certified Network Professional Voice (CCNP Voice).
* Cisco Certified Network Professional (CCNP). 
* Cisco Certified Internetwork Expert (CCIE). 
*  Information Technology Infrastructure Library (ITIL) 4 Foundation

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!
			

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Hackensack Meridian Health