Unified Communications Analyst II

Responsibilities

• Provide service oriented technical support to the Catholic Health (CH) client community in specific matters relating to Voice and Video Calling and Carrier technologies.
• Provide customer service and technical expertise through the administration, escalation and/or resolution of any technical problems, service requests, or project work.
• Interact with many disciplines and diverse groups of people with varying skill levels.
• Lead by example and a willingness to share knowledge and assist Network Analyst associates.

Requirements

• Associates degree required, Bachelors preferred
• Relevant technical certifications will also be considered and is preferred
• Requires at least three (3) years of related experience in Voice over IP (VoIP) and Carrier Calling environments or equivalent industry experience
• Relevant technical certification will also be considered and is preferred

Knowledge, Skill and Ability

• Superior written and verbal communication skills
• A strong technical aptitude and excellent analytical and organizational skills
• The ability to act as a customer service advocate as it relates to Voice and collaboration platforms
• The ability to lead by example and willingness to share knowledge with other Network Analysts
• The ability to repair and perform preventative maintenance on personal computers, laptops, wireless devices, software and other related peripheral devices as it relates to voice technologies
• Microsoft Active Directory Network and Cisco telephone systems experience
• Experience with Server operating systems (AIX, Sun Solaris, Linux, Windows Server, SQL Server) as relates to support collaboration and voice calling environments
• VoIP technology, faxing and telecommunications carrier support
• Video conferencing, collaboration tools, collaboration room provisioning and support
• A professional presentation and the ability to interact with customers in a courteous manner
• Relevant technical certifications will also be considered

Working Conditions

• Have a valid driver's license, transportation, and be willing to travel between CH sites as needed
• While normally assigned to a single site, the incumbent must be willing and able to travel to any CH site to provide technical support services to the CH client community
• The normal work week encompasses 37.5 hours to be achieved, however, the incumbent will be required to wear a pager as he/she will be part of a regular rotating on-call list to provide technical support services to the CH client community during the off-hours Monday through Friday and on weekends