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Senior Telecom Technician

Company: OptumCare
Location: Everett
Posted on: November 18, 2020

Job Description:

JOB SUMMARY Under general supervision, is responsible for tasks relating to implementing, supporting, maintaining, and troubleshooting voice communication networks and, as requested, wide area and local area data networks. ESSENTIAL DUTIES AND RESPONSIBILITIES The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment. 35 Network performance and operations Proactively identifies and implements performance and operational improvements. Leads monitoring and identifying performance and operational problems. Performs voice network performance trending, documenting, and reporting. Trends voice network capacity planning, monitoring, and reporting. Oversees and maintains voice network documentation. Identifies security issues and maintains security incident response procedures. Constantly vigilant in providing suggestions for voice system improvements and capability enhancements. 30 Trouble shooting and resolving problems Provides top tier problem identification, isolation, resolution of all voice problems. Supports escalation from lower tiers and coachesteaches when appropriate. Composes documentation and communication at handoff points. Works to resolve all issues in a timely manner. Logs, documents, and reports all problems and resolutions. Proactively identifies problem areas with trending activities and reports. Works with vendors as necessary to identify and resolve issues. 10 Strategic planning, disaster recovery and redundancy Participates in creating and maintaining short and long-term voice and data network architecture plans (including cost estimates) and connectivity strategies. Assists in recommending and implementing disaster recovery and redundancy plans. Leads the service recovery from a disaster or voice system outage. 10 Hardware devices and software, new technologies, projects Assists with planning (including cost estimates), designing, configuring, implementing, maintaining, and supporting network and voice hardware devices and software, and voice system management tools. Identifies, evaluates, recommends, and implements new network and voice technologies. Assists with planning, estimating, and implementing new network and voice system infrastructure. 4 Backup, restore, and system recoveries Administers backupsrestores for all voice systems. 3 Communicating and alerting Assists with notifying and alerting appropriate staff and vendors for all voice network and system outages and slowness (planned and unplanned) as well as any changes (as part of change management). 3 Desktop management Monitors, troubleshoots, and installs desktop voice hardware and software. Supports workstations running voice integrated applications. 3 Change management and patching Initiates change requests and reviews with appropriate staff ahead of the change. Communicates and reviews post change status and results with appropriate staff. Updates network documentation to reflect change. Notifies and communicates emergency changes with appropriate staff. Identifies and installs required patches to voice hardware andor software. Documents and reports on all voice network changes. Duties listed below are integrated into all job functions All staff members are to promote a positive and productive work environment by acting maturely and responsibly, satisfactorily performing his or her job responsibilities and conducting themselves in a professional, courteous and respectful manner toward fellow employees, physicians and patients. Must relate to other people beyond giving and receiving instructions (a) get along with co-workers or peers without exhibiting behavioral extreme (b) perform work activities requiring negotiating, instructing, supervising, persuading or speaking with others and (c) respond openly and appropriately to feedback regarding performance from a supervisor. Performs all duties in a manner which promotes and supports the Core Values and Compact of The Everett Clinic. Integrates Lean principles, practices and tools to improve operational efficiency, reduce costs and increase customer satisfaction. Frequently must follow written and oral instructions as well as complete routine tasks independently. Completes annual compliance training on HIPAAPrivacyConfidentialityNon-DiscriminationHarassmentIntegrity Statement and signs Agreements. Ensures confidentiality of patient information following HIPAA guidelines and TEC policies. Attends training to meet requirements of the job position and as needed or mandated by TEC policies, Div. of Occupational Safety Health (DOSH), OSHA, LI and other statefederal regulations. Has regular and predictable attendance. NON-ESSENTIAL DUTIES and RESPONSIBILITIES 2 Performs other duties as assigned. REQUIRED QUALIFICATIONS Knowledge, Skills and Abilities Note that these requirements are representative, but not all-inclusive, of the knowledge, skill, and ability required to perform this job. Knowledge Cisco IP Telephony Systems Cisco Unified Communications Manager (CUCM), Unity, Jabber, Emergency Responder, WebEx, Integrated Service Routers, Cisco Prime License Manager, Cisco Prime Collaboration, Cisco Expressway, SIP phones, SCCP phones, Cisco Cube, MGoogle Cloud Platform gateways, wireless phones (RF and WiFi), SIP gateways, SIP trunking, and analog gateways. Fundamental networking knowledge pertaining to switch infrastructure, power over Ethernet (PoE), quality of service (QoS), and working understanding of spanning tree and layer 3 routing. Knowledge of NEC Telephony Systems SV8500, UG50, IPG, UM8700 voicemail, 2400 IPX, SV8100, UM8000 voicemail, NECSMDR, Global Navigator, MC4A, MG PRI, SRM MGSIP, CallCenterWorks, SIP phones, analog gateways, SIP gateways, TDM phones, and CCIS Networks. Other Systems UCB Call Center Software Suite, Adtran Atlas products, Interalia Systems, DC Rectifiers, UPS systems, Cable Plant management, fax machines, RightFax enterprise faxing, PRI circuits, QSIG trunks, H323 signaling, and VMWare VCenter. Skills Good problem troubleshooting skills. Good interpersonal and presentation skills. Provide good customer service, communicating clearly with staff. Operations of a large corporate voice network inclusive of multiple PBXrsquos, voice mail systems assorted transport networks. Knowledge of data communications IP networking, monitoring protocols like SNMP, and fundamental understanding of authentication methods like LDAP or Active Directory. Basic understanding of how databases store and retrieve information. Practical experience protecting a voice network from both internal and external attack. A working understanding of the change management process. Abilities Ability to develop and implement strategic, disaster recovery, and redundancy plans. Ability to identify, plan, and implement new voice network and server technologies and projects. Ability to perform voice network capacity planning. Ability to set up backupsrestores of voice systems, identifying and installing necessary patches or software upgrades, and create and maintain voice network documentation. Ability to recover voice hardware from different kinds of failures with minimal downtimedata loss. Ability to utilize management tools to analyze and resolve any voice issues. Ability to troubleshoot and recover degraded or failed voice hardware. Ability to negotiate hardware specifications based on vendorproject criteria. Ability to configure and troubleshoot Voice, WAN, LAN, and WLAN technologies. Ability to be professional, calm and collected, even in the face of serious adversity. Ability to develop and maintain good vendor and business partner relationships. Able to handle more than one task at a time. Able to work under the direction of appointed supervisormanager and in a team environment. Education Bachelorrsquos Degree preferred or comparable experience. Experience Minimum of five years working with local and wide area information system networks. Knowledge of TCPIP, DHCP, DNS, routers, and switches. Minimum of five yearsrsquo experience supporting NEC andor Cisco PBX systems in a large corporate environment. Experience support ACD and Call Accounting systems. Proven call center experience a must. CertificateLicense NEC certifications or Cisco CCNA (or better) preferred. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this job. PHYSICAL DEMANDS While performing the duties of this job, employees are regularly required to sit, walk and stand talk or hear, both in person and by telephone use hands repetitively to finger, handle, feel or operate standard office equipment reach with hands and arms and lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus. MENTAL DEMANDS While performing the duties of this job, employees are regularly required to use written and oral communication skills read and interpret data, information and documents analyze and solve non-routine and complex office administrative problems may use math and mathematical reasoning observe and interpret situations learn and apply new information or skills perform highly detailed work on multiple, concurrent tasks work under intensive deadlines with frequent interruptions and interact with managers, staff, customers, patients, the public and others encountered in the course of work, some of whom may be dissatisfied or abusive individuals. TYPICAL WORKING CONDITIONS The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Typical office conditions and noise level is usually quiet. Interaction with others is busy, constant and occasionally interruptive. Work may be demanding at times. May require ability to work irregular hours. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. CONTACT Physicians, employees, patients, public and possibly vendors.

Keywords: OptumCare, Everett , Senior Telecom Technician, Other , Everett, Washington

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