JOB SUMMARY

Working under minimal supervision performs basic to intermediate troubleshooting, maintenance, configuration, moves, adds and changes of multiple Unified Communications solutions, Legacy PBX and basic network configurations ensuring adherence to established departmental procedures and standards. This position assists in proactively identifying potential issues to ensure uninterrupted service. Provides technical investigation for all Prisma Health customers to isolate issues and develop strategies to restore or activate services. Provides support for Network Engineers and Sr. Network Engineers to complete projects, upgrades, and troubleshoot network and telephony systems. Participates in On-Call rotation and after hour cutover support. Handles incidents, problems and requests within the defined Prisma Health IT service level agreements.

MINIMUM REQUIREMENTS

• Education - Associate degree
• Experience - Five (5) years related work experience.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to design and implement functional networks
• Ability to configure, manage, and maintain essential network devices
• Ability to use devices such as switches and routers to segment network traffic and create resilient networks
• Ability to identify benefits and drawbacks of existing network configurations
• Ability to implement network security, standards, and protocols
• Ability to troubleshoot network problems
• Ability to diagnose, restore, repair, and replace critical Cisco networking and system devices at customer sites. - Preferred
• Ability to support the creation of virtualized networks - Preferred

ESSENTIAL FUNCTIONS

• All team members are expected to be knowledgeable and compliant with Prisma Health’s values: Inspire health. Serve with compassion. Be the difference.
• Troubleshoots basic Incident and Problem tickets relating to hardware and or software issues ensuring response is within the established Prisma Health service level agreements. Appropriately escalates unresolved issues
• Performs moves, adds, changes, project support and status updates for UC and Contact Center Systems that support all Prisma Health facilities.
• Interacts with Network Engineers and Sr. Network Engineers to assist with complex network and unified communications projects.
• Provides documentation support for Unified Communications, Contact Center and Legacy Voice systems.
• Monitors the Unified Communications Infrastructure and provides updates and maintenance on UC monitoring tools.
• Performs other duties as assigned.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES

• This is a non-management job that will report to a supervisor, manager, director or executive.