Voice Engineer I

Eisenhower Health•Rancho Mirage, CA

About The Position

Responsible for providing basic support (additions, moves and changes) for the Eisenhower Telecommunications environment, which includes VoIP devices and users of the systems. Participates in on-call after hours support.

Requirements

Associate’s degree in IT related field or an additional one (1) year of applicable IT experience in lieu of degree
Network +, Security + or equivalent within ninety (90) days of hire; pass 100-890 CLTECH, Cisco Certified Technician Collaboration test within six (6) months of hire
Two (2) years of Information Technology experience or completion of Voice Engineer rotation in EMC IT Apprentice Program
Basic understanding of VoIP communication systems
Collaborate and build strong relationships with customers, peers and team members
Excellent writing and speaking skills
Interact with various staff, including front line staff, management and administration in a multi-tasking, deadline oriented, customer-service team environment

Nice To Haves

CCNA Collaboration
VOIP experience

Responsibilities

Demonstrates compliance with Code of Conduct and compliance policies, and takes action to resolve compliance questions or concerns and report suspected violations.
Checks work queues often and updates and closes support request daily.
Participates in on-call, weekend, and after-hours support for voice environment.
Configures, deploys and updates Cisco IP based endpoints, as well as support legacy telephones, fax machines, etc.; replacement and configuration of VoIP endpoints.
Handles tier 1 issue and troubleshooting for Cisco Unified Communications (UC) environment and customer related issues.
Notifies Voice Engineers II and III of any customer service issues.
Conducts moves, additions, and changes related to the UC voice infrastructure following established EMC standards for MAC management.
Meet Service Level Agreements (SLAs), resolves incidents in accordance with SLAs, and escalate where appropriate.
Works with desktop team on moving end user equipment.
Engaged in other Telecommunications projects, supports activities for data center and office moves, additions and consolidations. With direction, may lead small telecom projects.
Provides end-user training for telecommunications features and functionality for voicemail, phone use, etc.
Keeps IDF's and MPOE in a clean and orderly state, following cabling best practices.
Assists Voice Engineer II and III with documentation efforts of the department and creates technical documents.
Uses the test/lab environment to develop UC skills.
Maintains basic telephone inventories.
Configures endpoints in line with the current route plans, device profiles, etc.
May assist with network administration duties as deemed appropriate by the network team.
Orders equipment in accordance with inventory levels, ticket management and follows all ordering procedures.
Completes assigned project tasks in a timely manner.
Alerts Voice Engineers II and III of UC system problems or anomalies. May assist in isolating or identifying the source of issues.
Creates, edits and troubleshoots voice endpoints (VoIP phones, fax machines, etc.) in a CUCM environment.
Performs other duties as assigned.