Unified Communications Engineer - Associate

All the benefits and perks you need for you and your family:

-        Benefits from Day One

-        Paid Days Off from Day One

-        Student Loan Repayment Program

-        Career Development

-        Whole Person Wellbeing Resources

-        Mental Health Resources and Support

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

Schedule: Full Time

The role you’ll contribute:

Responsible for day-to-day support of services provided by the Enterprise Audio Visual Services (EAVS) and Enterprise Collaboration Services (ECS) teams, including Polycom RealPresence, Cisco TelePresence, Appspace, Crestron, Microsoft Office 365, Exchange, Skype for Business, among others. Responsible for ensuring the day-to-day operation of the enterprise VTC and collaboration-related infrastructure. Maintains the service level agreements by using the tools provided, such as the IT ticketing system. Creates technical documentation and ensures that it is accurate and up-to-date. Provides client/peer training as needed. Available by phone/instant messaging/e-mail during normal working hours and by phone after-hours for critical issues.

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES :

·       Technical

o   Performs monitoring, alerting, reporting, and trending.

§  Assists with proactive identification and resolution of problems.

§  Collects data and establishes facts in order to determine the cause of these problems.

o   Troubleshoots and resolves system issues, escalating them as necessary.

§  Escalates issues to other team members, teams, and/or vendors as appropriate.

§  Provides after-hours support for critical issues as part of the on-call rotation as needed.

o   Maintains VTC equipment inventory records.

o   Takes ownership of system issues when on-call and coordinates all repairs as necessary to return the server or application to its previous, normal operating condition as quickly as possible.

o   Provides support on-site at various AdventHealth facilities as needed, which may include out-of-state travel.

o   Utilizes working knowledge of operating systems, networks, web, operations, databases, telecommunications, and desktop technology to identity issues and communicate with customers and other IT personnel.

o   Maintains an effective and accurate information resource library to include software, system documentation, disaster recovery procedures, and related networking standards.

o   Communicates and coordinates downtime processes with any interested or potentially affected parties. Effectively prepares for downtime events, provides coordination for execution, and delivers post assessment & communication.

·       Other

o   Works independently of direct supervision from manager.

o   Adapts work activities to sudden or unexpected changes, delays and events that directly impact current work assignments, project schedules and/or timelines.

o   Prioritizes and plans all work activities, using time in an effective and efficient manner. Develops realistic action plans to complete goals and objectives.

o   Works extended hours as necessary in order to meet project deadlines or resolve critical events.

o   Submits suggestions for improving work processes and the work place. Develops innovative approaches and ideas to solve repetitive problems.

o   Provides assistance to other AIT teams as needed.

o   Delivers high quality work, demonstrating accuracy and thoroughness in each task. Searches for methods to improve processes while promoting quality among team.

o   Completes assigned tasks and projects in a timely manner. Responds promptly to assignments.

o   Maintains an active, working mobile phone at all times in order to support team members and the organization as needed. Position requires that employee must have the ability to make and receive business-related phone calls and text messages 24 hours a day and seven days per week during on-call assignment. However, even when not on-call, employee should be reasonably available for technical escalations as needed.

o   Acknowledges receipt of all service alerts or pages within 30 minutes of receiving a service call or text when on-call. Engages in problem diagnostics of the impacted system/application/service within one hour of receiving a service call or text when on-call.

o   Offers assistance and support to team members and contributes to building a positive team spirit.

o   Responds promptly to customer needs or requests for service and assistance.

o   Monitors ticket queue and updates tickets in a timely manner, keeping customer well-informed.

o   Creates and maintains relevant policies, procedures, and work instructions.

o   Communicates changes effectively and provides well-defined implementation plans for proposed changes. Prepares and provides support to those affected by changes.

o   Performs other duties as assigned or directed to ensure the smooth and efficient operation of the team/department and to comply with established policies and procedures.