Voice Field Engineer | IT - Voice Services

Voice Field Services Engineer

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 could require travel to various sites within the health system. This position requires daily contact with end users at various levels within the health system.

Principle Duties And Responsibilities:

• Responsible for resolving voice incidents for end users in the health system.
• Responsible for handling Moves, Add, Change (MAC) requests for end users in the health system.
• Primarily focused on providing support for end user(s), departments, or specific sites.
• Ability to support software and hardware changes in the Voice environment.
• Ability to program and support systems and devices such as Unify HiPath 4000, Avaya Aura Platform, Cisco CUCM (CallManager), Unify OSCC, ASCOM DECT Platform.
• Leverage expertise during major outages or implementations.
• Possesses the ability to provide support for larger voice projects and installations.

Education/Experience Required:

• Three (3) or more years of experience in health care Information Technology.
• Three (3) or more years of experience with complex multi-site VoIP networks.
• Three (3) or more years of experience performing moves, adds and changes (MAC) of analog, digital and IP phones.
• Three (3) or more years of experience with IT Service Management Tools (ITSM). Experience using Service Now preferred.
• Most desirable would be direct experience with Service Desk, Incident Management, Request Management, and Problem Management.
• The individual should have experience in surveying, designing/adding new departments or locations on to existing Henry Ford Health voice systems or networks.
• This includes the configuration of stations, trunks, voicemail, and call processing.
• The individual must have experience working with PSTN carriers. Experience includes creating new circuit orders, disconnect orders, and repair orders.
• Experience with data networking is desirable. Relevant industry certifications related to telecommunications, Voice Over IP, data networking, contact center, or collaboration/unified communications. Must be self-directed and can adapt to sudden changes. Must have strong customer facing skills.
• This position requires face-to-face contact with end users to identify and resolve their issues.
• Must be highly collaborative and able to work with different organizations and teams.
• Capable of working independently and can effectively communicate with leaders, users, and technical colleagues.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work quickly and efficiently under deadline pressure.
• Ability to handle numerous projects simultaneously.

Certifications/Licensures Required:

• ITIL certification(s).