Sr. Network Technician

Johns Hopkins Medicine•Baltimore, MD

2d•$22 - $39•Onsite

About The Position

General Summary: Provide technical support and administration of network and telecommunications systems for the main hospital, adjacent buildings, and 18 outpatient care centers. Diagnose and troubleshoot moderately complex network, device, and data-communications issues; install, replace, configure, and validate network hardware, software, cabling, and switches; and participate in technical discussions on infrastructure enhancements. Install, maintain, and support videoconferencing, audio-visual, and satellite TV systems; perform moves/adds/changes for phones and network jacks; troubleshoot VoIP and analog lines; and coordinate vendor circuit installs and repairs. Maintain regular customer-facing communication to gather requirements and convey solutions, and provide on-site response for emergency phone replacements and integrations of NurseCall, overhead paging, and code blue systems.

Requirements

Must possess all requisite knowledge, skills, and abilities as posted in the supplemental section.
Must demonstrate strong critical thinking and analytical reasoning skills.
Ability to work on multiple priorities effectively.
Ability to prioritize conflicting demands.
Demonstrated track record of the ability to execute assigned project tasks within established schedule.
Ability to work collaboratively in a team environment.
Ability to communicate effectively in the service of users and colleagues in a positive manner.
Writes and communicates clearly and concisely.
Possesses sound documentation skills.
Ability to maintain confidentiality.
Demonstrated track record of exemplary customer service skills.
Strong understanding of data communication principles (with emphasis on VoIP media and control flows).
Moderate to strong understanding of the OSI model, especially layers 2–4 behavior for voice traffic.
Strong familiarity with network troubleshooting techniques as applied to voice quality, call signaling, and SIP/SCCP issues.
Strong understanding of network management principles.
Strong understanding of how DHCP and DNS services work and how they affect IP phones, TFTP, and UC services.
Demonstrated understanding of IP addressing.
Strong knowledge of public vs. private IP addressing schemes.
Basic understanding of LAN, routing techniques, and packet analysis focused on SIP/RTP call traces and QoS verification.
Hands-on experience administering Cisco Unified Communications Manager (CUCM) and related UC components (e.g., Unity Connection, IM&P, UCCX/UCCE), including user/device provisioning, device pools, regions, and clustering.
Proficient with VoIP signaling and call-control protocols (SIP, SCCP, MGCP), SIP trunking, PSTN gateway/SBC concepts, and troubleshooting trunking/interoperability issues.
Strong understanding of voice QoS and voice VLANs (DSCP/CoS, bandwidth management, CAC) and ability to verify and troubleshoot QoS end-to-end.
Experience with Cisco phone provisioning and firmware/TFTP management, dial plan design (translation patterns, route patterns), E911 considerations, and phone feature configuration.
Familiarity with Cisco diagnostic and monitoring tools and logs (RTMT, CDR/CAR, AXL, call traces, packet captures, CLI debug/trace) to analyze call quality and resolve complex UC issues.
High School Diploma/GED.
Four years of related experience.

Nice To Haves

Certified Technology Specialist (CTS) preferred

Responsibilities

Provide technical support and administration for Cisco Unified Communications Systems and other platforms; maintain regular customer-facing communication to gather requirements, convey solutions, and ensure satisfaction.
Lead and coordinate small- to medium-sized projects (moves, adds, changes) by defining tasks, schedules, and deliverables.
Meet with customers to capture and document requirements and clearly communicate findings to supervisors and project teams.
Participate in technical discussions and planning for infrastructure enhancements, contributing recommendations and design input.
Install network hardware, software, data jacks, and cabling following documentation and procedures.
Configure and validate network switches and VLANs using established tools and processes.
Implement approved changes in accordance with change-management policies, communicating scope, significance, and risks.
Manage, maintain, and support videoconference network infrastructure, endpoints, and enterprise A/V (including satellite TV) systems; perform preventive maintenance and testing.
Diagnose and troubleshoot moderate to moderately complex network, device, VPN, and data-communications issues using provided procedures and tools.
Support and troubleshoot contact-center systems, VoIP and analog phone lines.
Replace or repair faulty equipment to restore service promptly.
Provide on-site response for emergency phone replacements and integrations of NurseCall, overhead paging, and code blue systems.
Coordinate network cabling and related installations with Facilities and external vendors.
Coordinate vendor circuit installs and repairs and manage third-party interactions to ensure correct implementation and documentation.