Voice Field Engineer | IT - Voice Services

About the role

The Voice Field Services Engineer is responsible for day-to-day operations for voice services at Henry Ford Health. This position supports end users throughout the health system and may require travel to various sites within the health system. Daily contact with end users at various levels is required.

Responsibilities

• Perform moves, adds, and changes (MAC) of analog, digital, and IP phones.
• Survey, design, and add new departments or locations onto existing voice systems or networks, including configuration of stations, trunks, voicemail, and call processing.
• Work with PSTN carriers, including creating new circuit orders, disconnect orders, and repair orders.
• Utilize IT Service Management Tools (ITSM), with preference for ServiceNow experience in Service Desk, Incident Management, Request Management, and Problem Management.
• Collaborate with different organizations and teams to identify and resolve end-user issues through face-to-face contact.
• Handle multiple projects simultaneously while working efficiently under deadline pressure.

Requirements

• Three or more years of experience in healthcare Information Technology.
• Three or more years of experience with complex multi-site VoIP networks.
• Three or more years of experience performing moves, adds, and changes (MAC) of analog, digital, and IP phones.
• Three or more years of experience with IT Service Management Tools (ITSM), preferably ServiceNow.
• Experience with data networking is desirable.
• Relevant industry certifications related to telecommunications, Voice Over IP, data networking, contact center, or collaboration/unified communications.

Skills

• Self-directed and adaptable to sudden changes.
• Strong customer-facing skills.
• Highly collaborative and able to work with diverse teams and organizations.
• Capable of working independently and communicating effectively with leaders, users, and technical colleagues.
• Excellent verbal, written, and interpersonal communication skills.

Shift: Day