The Unified Communications Engineer provides technical direction within the team and across the Information Technology department.  Assists peers and mentors less experienced team members through the application and sharing of technical knowledge, guidance, and direction.  Synthesizes analysis, identifies root causes, develops, and recommends key work products. Delivers technical solutions for network and voice (Unified Communications) infrastructure, including LAN, WAN, cellular, and Wireless. Develops, manages, and tests disaster recovery solutions.  May lead complex evaluation, development, implementation, integration, and administration of internal and external business solutions.  Advises management on issues.  Supports the mission, vision, values, and strategic goals of Midland Health.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions.  Other duties may be assigned.

SHIFT AND SCHEDULE

Full Time: 8:00 AM – 5:00 PM

ESSENTIAL FUNCTIONS/PERFORMANCE EXPECTATIONS

General Responsibilities:

Change and Release Management:

• Applies sound IT production and change management methods to all areas of Information Technology. Actively communicates changes within the IT infrastructure to all affected parties proactively and in an effective manner. Follows and documents strict testing and deployment methodologies for all systems.

Disaster Recovery/Business Continuation:

• Follows the processes and maintains appropriately available network operations environment with primary focus being on EMR, HIM, Finance, HR, Supply Chain, and email systems. This includes controlled observation and evaluation of new technologies and methodologies. Testing plans and documentation are required.

Capacity, Configuration and Architecture Management:

• Develops a maturing level of understanding of the Midland Health Cisco LAN, WAN, phone, PBX, Wireless, and firewall environments. Responsible for installing and maintaining all MDFs and IDFs. Adheres to all standards and configurations. Manages system capacity using monitoring tools and statistical analysis. Contributes to system life cycle recommendations and funding requests. Works with the Service Desk staff to provide support on-site 24/7.

Availability/Incident Management:

• Responsible for the timely resolution of problems on information technology systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and HIPAA Security Regulations. This also includes solving isssues related to Disaster Recovery, AD, DNS, /WINS, DHCP, Cisco IOS, Cisco phones, voice mail, WAN, and firewalls.

Priority Management:

• Must manage several assignments at one time, balancing resources, priorities, deadlines, and time. The work is highly technical, requiring collaboration across multiple disciplines and groups. The ability to work independently is also required. Communicates priorities to the team.

Daily Operations:

• Resolve assigned support and service requests in a timely, effective, and courteous manner, using tools and documentation.
• Perform maintenance activities in pursuit of all general responsibilities specific to position.
• Participate in assigned meetings, committees, etc. in accordance with assigned responsibilities.
• Participate in projects at a level in accordance with respective job responsibilities.
• Contribute to the departmental knowledge base, to improve documentation of existing systems and problem resolutions.
• Coordinate productively with other hospital employees, including those within and outside the Information Technology department.
• Provide routine updates on ongoing tasks and projects to stakeholders.
• Identify, research, and implement areas of improvement within the areas of expertise.
• Provide excellent customer service to all stakeholders who rely on service from the Information Technology department.
• Maintain excellent industry knowledge respective to the area of expertise.

Responsibilities Specific to Unified Communications Engineer III:

• Complete tasks in a timely and effective manner as assigned.
• Act as general support for Unified Communications technologies.
• Participate as a subject matter expert in assigned projects.
• Cultivate specialist-level knowledge in one or more technology areas, as assigned by management.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Requires a high level of analytical ability to find solutions to increasingly difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes. Thorough documentation skills are also required.
• Must be able to demonstrate experience with Cisco IOS, AD, DHCP, DNS, FTP, TFTP, SMTP, SNMP, network hardware facilities and experience with system design, capacity planning and capacity management.
• Must be able to demonstrate experience with Cisco system design, Cisco wireless phones, 3rd party PBX systems, PRI/Smart trunk configuration, NXX number plans and trunk routing, capacity planning and capacity management.
• Requires hands-on expertise with Cisco equipment, firewalls, cable infrastructure and WAN circuits.
• Must be able to communicate the impact and solutions of application/system problems in business language.
• Requires a professional approach in all situations.
• Ability to work any hours to support 24/7 operations.
• Must resolve problems entirely by either completing the work or gathering all the resources needed for ultimate resolution and continuity of problem management.
• Availability to travel onsite as needed. 

EDUCATION AND EXPERIENCE

• Bachelor Science in Computer Science, Information Systems, Computer Engineering, or related field or equivalent work experience.
• 6+ years of relevant business support and/or information technology support experience.
• Advanced experience designing, installing, maintaining, and configuring network infrastructure and applications specific to Cisco and service providers such as AT&T, Lumen, Optimum and others.
• CCNA, CCNP required.
• Cisco VOIP training required.
• CCIE preferred.

PHYSICAL REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be able to:

• Stand, walk, sit, stoop, reach, lift, see, speak and hear. Lifting is limited to 35 lbs. for clinical staff and to 50 lbs. for non-clinical staff. The individual must use an assisted-lift device or get another individual(s) to assist with the lift that is over these maximum limits.