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Description:

Responsible for providing advanced identification, remediation, and root cause analysis along with the communication of issues and needs pertaining to the Unified Communications environment at the medical center. The Collaboration Team which includes Unified Communications within BTS, is committed to assisting The Ohio State University Wexner Medical Center (OSUWMC) and its patients

Position Summary

Responsible for the engineering, build, installation and configuration, operation, maintenance and support of the voice and video devices and systems to ensure stability, reliability and acceptable performance.

-Responsible for providing outstanding customer and engineering support at an advanced technical level for end user telephony devices and systems which may include network troubleshooting, performance monitoring and other related activities.

• Responsible for the continuing identification of opportunities to transition support tasks to first and second level support as appropriate.

-Responsible for all activities related to planning, engineering, researching and evaluating new technology integration, systems development, methodologies, data administration, capacity planning, training and technical support.

-Responsibilities may also include addressing security issues, and the generation of support and/or customer documentation.

-Responsible for providing direction and guidance to junior engineers and administrators in voice and video systems technologies.

Duties and Responsibilities

The duties of this position are performed with minimal review and supervision. Most assignments will be completed independently and are subject to periodic review and approval.

Engineering (40%)

-Builds and configures hardware, software and design requirements for the voice and video environment.

-Plans and evaluates complex existing technologies and makes recommendations for resources required to maintain and/or expand service levels.

-Researches and recommends the appropriate technological applications and services to meet organizational standards and objectives for system performance.

-Plans, engineers and coordinates the detailed design, implementation and documentation of operating system software, hardware, network and storage connectivity and other considerations pertinent to the design of systems maintained and supported by the Collaboration team in order to improve the reliability, scalability, sustainability, and availability of the voice and video environment.

-Consults and coordinates with customer departments to determine the business functions and activities of the department; may determine requirements of systems software, hardware, interfaces and applications integration and develop systems specifications based on these requirements.

-Prepares detailed specifications for systems upgrades, monitoring tools, operations automation and enhancement packages and related activities.

-Reviews and evaluates technology alternatives, and offers system/equipment acquisition and purchase recommendations based on findings.

-Provides technical guidance pertaining to the capabilities, limitations and operational requirements of voice and video operating systems software, hardware, interfaces, networking architectures and applications integration techniques to department and medical center management.

-Assists with the creation and upkeep of a technology roadmap specific to the particular technologies for which support staff are responsible for managing.

-Assists in the design of the overall architecture and performance objectives for the voice and video technologies within the Medical Center.

Support, Maintenance and Projects (50%)

-Facilitates needed hardware and software remediation as required.

-Responsible for the timely resolution of the most complex customer issues in a Unified Communications or related support capacity. This may include the remote or hands on diagnosis and repair of complex issues and their connectivity in a wired or wireless environment.

-Provide advanced technical customer support for medical center customers and teams within IT.

-Provides advanced technical guidance to others pertaining to the capabilities, limitations and operational requirements of Unified Communications technologies and interfaces.This may include the development and implementation of technical documentation for internal support purposes or for customer facing information.

-Responsible for the packaging, building, and deployment of applications to the voice and video environment.

-Responsible for voice and video integration including the management and support of the voice and video environment. These duties will include working closely with applications development teams, vendors and customers within the medical center enterprise.

-Validates fault diagnosis, isolation and resolution techniques that ensure optimal performance of the managed systems is constantly maintained.

• Responsible for overseeing the overall coordination of service from vendor supported equipment when necessary.

-Responsible for participation in the planning, engineering and coordination of detailed design, implementation and documentation of voice and video operating system software, hardware and ancillary technology. These activities often include the design and coordination of testing and documentation of test results.

-Responsible for developing short and long-range plans.

-Responsible for the preparation of management reports as directed.

Maintenance

-Maintains accurate and concise asset records during adds/moves/changes. This includes recording the movement of inventory, and changes pertaining to users, locations, and naming conventions to assure recoverability and maintenance of systems.

-Assist in training and delivery for technical support engineers and architects in the maintenance of the voice and video environment including delivery of patches and fixes to those environments.

-Assists in the planning and upgrade of operating systems software; assists in the coordination of applications integration into the new environment

-Adheres to departmental processes, including (but not limited to) change management, configuration management, release management, incident management, problem management and disaster recovery planning as it pertains to supporting the voice and video environment.

Project

-Responsible for participation in telephony and video related projects that range from small to medium in scope, risk and impact.

-May serve as part of a larger project team, and participate in one or more phases of the project lifecycle, that include initiation, planning / scoping, execution, monitoring and closure.

-Documents and completes project tasks as assigned

-Responsible for evaluating and researching new and existing products, procedures and/or workflow needs associated with the voice and video environment for the Medical Center.

-Responsible for the development and implementation of policies, standards and procedures.

• Monitors and reviews progress and accuracy of work.

-Acts as a resource for direction, training and guidance for less experienced staff.

-Performs as a voice and video subject matter expert (SME) when identified as a resource required for Medical Center projects, which are defined as scheduled initiatives, each with a defined start and end date, that result from a customer request or an internally initiated IT need.

Other (10%)

-Reads and responds to work-related e-mail.

-Attends and participates in work related meetings.

-Provides status reports and performs timekeeping on a weekly basis

-On Call duties (as assigned or if required)

-Professional development and Training. Giving and receiving training is an integral part of each role within BTS. All staff are expected to average 4 hours per week over the course of a year dedicated to giving or receiving training. This may include formal or non-formal, large and small group, or individual training.

-Other duties as assigned

Organizational Expectations

Practices within the Medical Center's policies and procedures.

Minimum Qualifications

For Hire: Degree in Computer Science or related field, and or at least 5 years equivalent experience, or an equivalent combination of education and experience.

-Must possess excellent interpersonal communication skills.

-Advanced working knowledge of and experience in resolving issues in the voice and other telephony related technologies.

-Advanced working knowledge of and experience with multiple systems hardware and peripheral units and components along with their connectivity in a wired or wireless environment.

-Working knowledge of or understanding of Microsoft Office products, along with voice and video support and monitoring tools.

-Must posess a good understanding of wireless connectivity.

-Previous customer service, administrative or engineering experience in an Information Technology related field.

Skills:

Cisco call manager, Unity, deployment, unified communications, Voip, cisco room kits, Cisco phones, Cisco voice

Top Skills Details:

Cisco call manager,Unity,deployment,unified communications,Voip

Additional Skills & Qualifications:

• Provide superior customer service utilizing a high-touch, customer centric approach focused on collaboration and communication.

• Contribute to a positive team atmosphere.

• Innovate and create value for the customer.

• IP Telephony (Voice over IP) environment to ensure maximum availability and functionality for IP Telephony operations.

• Lead administrator for Cisco Video Conference environment to ensure maximum availability including endpoints.

• Lead administrator of Cisco products: Call Manager, Unity, Presence, UCCX, PCCE

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.