Unified Communications Analyst II

About the role

The Unified Communications Analyst II provides service-oriented technical support to the Catholic Health (CH) client community in matters relating to Voice and Video Calling and Carrier technologies. They deliver customer service and technical expertise through the administration, escalation, and/or resolution of technical problems, service requests, or project work. Success requires interaction with many disciplines and diverse groups of people with varying skill levels, leadership by example, and a willingness to share knowledge and assist Network Analyst associates.

Responsibilities

• Provide customer service and technical expertise in Voice over IP (VoIP) and Carrier Calling environments
• Administer, escalate, and resolve technical problems, service requests, and project work
• Lead by example and share knowledge with other Network Analyst associates
• Repair and perform preventative maintenance on personal computers, laptops, wireless devices, software, and related peripheral devices as they relate to voice technologies
• Support Microsoft Active Directory and Cisco telephone systems
• Support Server operating systems (AIX, Sun Solaris, Linux, Windows Server, SQL Server) in collaboration with voice calling environments
• Provide VoIP technology, faxing, and telecommunications carrier support
• Support video conferencing, collaboration tools, and collaboration room provisioning
• Deliver professional presentations and interact with customers in a courteous manner

Requirements

• Associate degree required; Bachelor’s degree preferred
• At least three (3) years of related experience in Voice over IP (VoIP) and Carrier Calling environments or equivalent industry experience
• Valid driver’s license, transportation, and willingness to travel between CH sites as needed
• Willingness and ability to travel to any CH site to provide technical support services
• Wear a pager as part of a regular rotating on-call list to provide technical support services during off-hours Monday through Friday and on weekends

Knowledge, Skill and Ability

• Superior written and verbal communication skills
• Strong technical aptitude and excellent analytical and organizational skills
• Ability to act as a customer service advocate as it relates to Voice and collaboration platforms
• Ability to lead by example and willingness to share knowledge with other Network Analysts
• Experience with Microsoft Active Directory and Cisco telephone systems
• Experience with Server operating systems (AIX, Sun Solaris, Linux, Windows Server, SQL Server) as relates to support collaboration and voice calling environments
• Experience with VoIP technology, faxing, and telecommunications carrier support
• Experience with video conferencing, collaboration tools, and collaboration room provisioning and support
• Professional presentation skills and ability to interact with customers in a courteous manner

Working Conditions

• Normal heat, light, space, and safe working environment typical of most office jobs
• Normal work week encompasses 37.5 hours; pager required as part of a rotating on-call schedule