Unified Communications Analyst II

Summary

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

Responsibilities

• Provide service oriented technical support to the Catholic Health client community in matters relating to Voice and Video Calling and Carrier technologies
• Administer, escalate, and resolve technical problems, service requests, and project work
• Interact with many disciplines and diverse groups of people with varying skill levels
• Provide leadership by example and a willingness to share knowledge and assist Network Analyst associates

Qualifications

• Associate's degree required; Bachelor's preferred
• Relevant technical certifications will also be considered and are preferred
• At least three (3) years of related experience in Voice over IP (VoIP) and Carrier Calling environments or equivalent industry experience

Skills

• 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
• 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 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

Working Conditions

• Valid driver's license, transportation, and willingness to travel between CH sites as needed
• While normally assigned to a single site, must be willing and able to travel to any CH site to provide technical support services
• Normal work week encompasses 37.5 hours; required to wear a pager and be part of a regular rotating on-call list to provide technical support during off-hours Monday through Friday and on weekends
• Normal heat, light space, and safe working environment; typical of most office jobs