Unified Communications Technician

Unified Communications Technician

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Position Summary:

A Unified Communications (UC) Technician is responsible for managing and supporting an organization's communication systems, which includes voice, messaging, fax and collaboration platforms. Their role ensures that all these systems work seamlessly together to enable efficient and effective communication across the organization.

The UC Technician is responsible for organizing and completing the technical day-to-day operations assigned through service request work orders and incident trouble calls. Support is often coordinated with internal departments and various telecommunications service partners and carriers.

Accountabilities:

The Unified Communications Technician is accountable for the following:

• Unified Communications Support
  • Install, configure, and maintain Unified Communications (UC) hardware and software systems (e.g., Avaya VoIP and voicemail systems, mobile devices, voice dialing support for Microsoft Teams.
  • Troubleshoot and resolve issues related to telephony platforms including interacting with service providers and support vendors as required.
  • Support mobile devices (smartphones, basic phones and pagers), including hardware and operating systems (iOS, iPadOS, Android). Troubleshooting and configuration for deployment.
  • Work closely with IT teams to ensure the UC systems are integrated with other IT infrastructure
  • Supports and Troubleshoots Enterprise Fax solutions, including monitoring and maintenance.
  • Supports MS Teams Voice dialing environment, including account creation and end user support throughout the organization.
  • Inventory management (receiving, shipping, notifications and deployment of hardware)
• End User Support
  • Provides support to customers internally and externally as needed.
  • Performs basic troubleshooting and analysis of systems.
  • Answers end user questions and resolves issues.
  • Assist in instructing end users in the operation and maintenance of systems/equipment.
  • Updates tickets and assignments according to established procedures.
  • Escalates complex service issues to UC Engineer or Senior UC Technician for assistance.
• Project Support
  • Refers issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
  • Participates in new equipment installations and large move projects coordinated by management.
• On-Call Support
  • Provides on-call support for the UC environment on a rotating schedule.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Required Education and Experience:

• H.S. Diploma / GED required and 2+ years of Information Technology experience
• Or
• Bachelors Degree and 1+ years Information Technology experience
• 1+ years of End user support experience (PCs, Mobility Devices, Telephony support) is preferred.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.