Telecommunications Technician - VoIP

Schedule

Monday–Friday | 8:00 AM – 4:30 PM.
This role does not include on-call responsibilities initially; however, participation in an on-call rotation is expected by the end of the first year. The on-call schedule may be up to one week per month, or approximately one week every six weeks based on current rotation needs.

Job Summary

Performs basic moves, adds, and changes to the telephone system.

Minimum Education

High School Diploma or GED. Technical training in related field preferred.

Licensure, Registration and/or Certification

• Off-campus system support duties will require use of a private vehicle.
• A valid driver license, Motor Vehicle Report and proof of vehicle liability insurance in the amount required by SFHS guidelines will be required.

Work Experience

2 years related experience inclusive of experience with Phonemail systems, telephone installation, PBX installation and maintenance in a distributed telephony environment.

Knowledge, Skills and Abilities

• Must possess good communication and interpersonal skills due to customer interaction.
• Demonstrated knowledge of call center environments and Siemens and/or Avaya.
• Demonstrated ability to work as a collaborative team member and with minimal supervision.
• Ability to learn quickly.
• Working knowledge of MS Excel and Word.

Essential Functions and Responsibilities

• Performs basic moves, adds, and changes to the telecommunications system.
• Provides first level of support for all trouble calls during normal business hours.
• Escalates complex problems to the second level of support as necessary.
• Maintains good customer relations by responding to requests for assistance in a timely and professional manner.
• Provide basic feature training on telephone and voicemail systems.
• Affords assistance in installing and maintaining all telecommunications hardware/software.
• Maintains fundamental telecommunications performance by monitoring systems.
• Affords assistance in providing statistical data to clients on a routine basis.
• Affords assistance in maintaining a comprehensive telecommunications facilities inventory.
• Collaborates in the coordination/process of the necessary paperwork to facilitate timely return and receipt of maintenance spares from vendor.
• Provides backup to the customer service representative on the departmental billing system.
• Affords assistance in providing statistical data on a routine basis to clients.

Decision Making

Independent judgment in planning sequence of operations and making minor decisions in a complex technical or professional field.

Working Relationships

• Works directly with patients and/or customers.
• Works with internal customers via telephone or face to face interaction.
• Works with external customers via telephone or face to face interaction.

Special Job Dimensions

• Off-campus system support duties will require use of a private vehicle.
• A valid driver license, Motor Vehicle Report, and proof of vehicle liability insurance in the amount required by SFHS guidelines will be required.

Supplemental Information

This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.