Ensign Services, Inc. seeks a talented and energetic Telecom Resource as it serves the needs of our rapidly-expanding client base across the Western United States. This position is based in the Dallas Fort Worth Area.
About the Company
ESI is the most progressive company in the exploding healthcare services field today. Dedicated to restoring public confidence in the healthcare industry, ESI has assembled a team of highly competent, dedicated and caring individuals who are creating a new standard of excellence for healthcare providers everywhere.
ESI currently serves over 270 long-term care, home health and hospice facilities with nearly 27,000 employees across many different states. These facilities have no corporate headquarters or traditional management hierarchy. Instead, they operate independently with support from the \"Service Center,\" a world-class service team that provides the centralized clinical, legal, risk management, HR, training, accounting, IT and other resources necessary to allow on-site leaders and caregivers to focus squarely on day-to-day care and business issues in their individual facilities.
About the Opportunity
Responsible for researching, designing, building, testing, deploying, analyzing, administering, and maintaining the enterprise Voice environment, including hardware and software components, to meet current and future business needs. This includes enabling the monitors and controls of the performance and status of enterprise Voice environment technology components, and providing operational voice technology component, solution support and problem resolution. The VT is specifically knowledgeable in enterprise voice technologies including VoIP, Enhanced Call Routing, Computer-Telephone Integration\\CTI, TDM/VoIP/SIP Trunking, PBX hardware, and Voice Technology Management tools and systems. S/he will also have some knowledge of industry trends in voice technology, and have some understanding of the interaction between voice and other technologies.
Essential Duties & Responsibilities:
Comply with all Ensign Services, policies, process and procedures.
Receive telephone, email and/or services requests for performances of services.
Work directly with Telecom\\Helpdesk, and/or customer for onsite services and scheduling of technicians services
Professionally represent Ensign Services, by providing high quality technical support at client locations to meet service order requirements, meet customer expectations, and delivery overall customer satisfaction
Maintain high standards for physical cable plant and installation work; ensure all cables are neatly secured and labeled, and all debris generated by installation activities is cleaned and the environment is restored to pre-work condition prior to departure.
Participate in a mandatory on-call rotation with peers in order to meet 24x7 response requirements for service area.
On-Call standby Support 24x7 if not on call-rotation
Provide support for maintenance, service, break-fix, and project activities as directed.
Perform diagnostics and troubleshooting to determine the cause of technical faults or errors; resolve technical issues and liaise with other technical experts for problem resolution
Perform system upgrades including firmware, software, and hardware as required
Install or replace equipment including telephones/handsets, components (hard drives, power supplies), boards, etc
Install physical cabling, equipment, UPS and related support infrastructure
Provide remote technical support
Verify equipment, service, and customer acceptance prior to departure
Ensure document work log information, time spent, and other details of work performed into ticket management system.
Advise Dispatch Coordinator or Manager, Field Operations of any issues or escalations impacting your ability to complete job assignments
Work with manager on annual strategic plan to ensure skills are up-to-date with changing technology, and to develop new skill sets in conjunction with new technology
Develop documentation including installation instructions, how-to's, and processes for Moves-Adds-Changes-Deletions
Works as a team member to ensure all responsibilities are met at the close of the business day
Performs other assignments as required to the overall service order and customer needs
Support Manager, in the generation of ad-hoc reports and data gathering to support analysis of business performance.
Escalate issues to external vendor as needed
Assist any IT team member on any critical issues to minimize critical downtime.
Strong Troubleshooting Skills
System Knowledge/Support Requirements:
AVAYA IP Office/Toshiba CIX/Various Non Standard Platforms
I. REQUIRED - AVAYA IPO and Voicemail - Extensive\\Strong knowledge and ability to configure/maintain Avaya IPO 400, Avaya IPO 500 V1 and V2 all revisions through REL 9.0, Embedded voice mail and Voicemail Pro. Installation, configuration, MAC and troubleshooting will be required on a daily basis on this platform.
II. Toshiba CIX and Voicemail - Some knowledge and ability to configure/maintain Toshiba CIX670 REL5.2 and below and Stratagy voicemail. Installation, configuration, MAC and troubleshooting will be required on a daily basis on this platform.
III. Various Non Standard Platforms = Ability to identify nonstandard platforms and perform basic troubleshooting to determine any issues and address accordingly. This will include but not be limited to Mitel, Panasonic, Samsung, NEC, Intertel. Avaya. Etc.
I. Installs - Design/Programming/Installation
? Design Meet with end users to design and program a new phone system. Design should enhance current/existing configuration to allow the customer to effectively handle and route calls. Suggestions and knowledge of effective call routing is needed during this process.
? Programming After design of the system, technician should be able to program all aspects of the design based on the customers' requirements/requests. This will include building digital and analog extensions, hunt groups, auto attendants, incoming call routes, configuring voice services (POTS or PRI services)
? Installation After design and programming, tech should be able to install the new phone system in its entirety at the facility. Installation of the system will include racking equipment, dressing in all connectivity between the PBX and connectivity to end location, cross connecting all digital and analog stations, test and turn up of new services (POTS or PRI services)
? Post Installation testing all services that were installed including routing and extensions that have equipment associated with them such as faxes, postage, overhead paging, music on hold, etc. to ensure all services are working properly. Training the end users on the phone system and voicemail will be required as well.
II. MAC - Moves/Adds/Changes and Maintenance
? Everyday MAC is required to maintain Avaya IPO and Toshiba CIX phone systems. This will include changes to users, voicemail configuration; call routing, hunt groups, call routing, auto attendants and any other configuration requests/needs from an end user.
? More detailed MACs may be required that may include re/designing a phone system in order to accommodate changing needs of the customer
? Coordination of an outside vendor may be required on any phone system that is not internally supported. This will include gathering all technical information before dispatching an outside resource and ensuring all work is completed based on the customer's requests.
Troubleshooting will require investigating down any telephony services including circuits, POTS lines, and the PBX system. Knowledge of telephony services and peripheral equipment associated with telephony is required to identify the point of failures. After identifying the root cause of an outage, contacting the responsible party is required. The responsible party could be a carrier, equipment vendors, facility personal or possibly another department. It will be the responsibility of the candidate to work any outages for the duration of the outage and communicate updates to the site/end user that is affected.
College degree or equivalent work experience; 4+ years of related experience
Valid driver's license is required.
Excellent diagnostic and troubleshooting skills. Proficient Excel
Interest in being customer liaison with excellent written and verbal communications skills.
Some Experience with computer and database management programs
Able to travel 25 to 30 percent
ESI offers an attractive compensation package including a competitive base salary and benefits, plus eligibility for bonuses and stock options. Success will only be limited by performance.
If you'd like to make the world a better place and believe you can meet the expectations outlined above, please submit your resume along with a cover letter explaining why you are the right candidate for our organization!
Position Type: Regular Full Time, Employee
Benefits: Medical, dental, vision, and life insurance, 401(k) with company match, vacation pay, holiday pay, fun and supportive work environment
All inquiries held in confidence. No phone calls or agencies/third party/recruiting please.
Ensign Services, Inc. is an Equal Opportunity Employer. Pre-employment drug screening required
The employer for this position is stated in the job posting. Ensign Services, Inc. provides recruiting services for operations in the skilled nursing, assisted living, home health and hospice industries.