As a Level 1 Telecom Engineer at Memorial you will perform routine Move’s, Adds and Changes to the AVAYA telecommunication system and system adjuncts. Requires knowledge of AVAYA communication product’s, protocols, hardware and system programming. Will work with users to define needs or provide training in proper use of equipment and services. Assists in the design, development, testing and training of AVAYA communications software and hardware. Will also be involved in the implementation, training and testing of communications projects. Work with vendor support groups to ensure proper escalation during outages or periods of degraded system performance. Must be a self starter and able to work on complex issues in a team environment. Needs to have a working knowledge of structured cabling in both the telecom and data networking environments.

**This role is onsite at Memorial in Springfield IL**

Education:

• Bachelor’s degree in a computer related field required. Three to four years experience in the telecommunications industry may be considered in lieu of degree.

Experience:

• Two to four years experience in the telecommunications industry preferred.

Other Knowledge/Skills/Abilities:

• Knowledge of AVAYA communication manager, AVAYA Modular Messaging, AVAYA Call Center software, Ecas call accounting, Trunking from a LEC T1, POTS, loop start, ground start Trunking, Data Networking basics, and structured cabling principles.
• Demonstrated problem solving skills and ability to consistently exercise sound judgment and initiative in all circumstances, including very stressful situations. Must also be able to effectively manage competing priorities.
• Demonstrated ability to communicate effectively with all levels of staff both in and outside of IT essential as well as experience in dealing with and managing proper escalation of critical service calls with vendor support to ensure timely and appropriate resolution to system issues.
• Demonstrated dedication to a positive attitude and strong customer service support.
• Demonstrated technical and business written and verbal skills required. Proficiency in creating appropriate system documentation is essential.
• Must possess strong skills in personal diplomacy and customer service and consistently demonstrate a high level of motivation, commitment to teamwork, professionalism and trustworthiness.
• Must possess sound decision-making ability, operate well under pressure and be tenacious in resolving difficult problems.

1. Performs routine Moves, Adds, and Changes to the AVAYA telecommunication system and system adjuncts.

2. Work with users to define needs or provide training in proper use of equipment and services.

3. Assists in the design, development, testing and training of AVAYA communications software and hardware. Will also be involved in the implementation, training and testing of communications projects.

4. Works with vendor support groups to ensure proper escalation during outages or periods of degraded system performance.

5. Ensures that integrity, availability and accessibility of the network infrastructure are maximized.

6. Ensures that the enterprise network infrastructure is cost-effective and that the network services provided are strategically aligned to long-term MHS goals.

7. Responsible for integration of all networking equipment and applications to ensure smooth and seamless flow of information and data across the entire enterprise network.

8. Support on-going analysis of performance, availability, and maintainability of the enterprise network to ensure superior results. Trouble-shoot, identify and implement corrective measures as appropriate to ensure issues are resolved before system operation is threatened or critical problems arise.

9. Assist in developing and maintaining policies, procedures, and models based on industry best practice. Update as required on a timely basis.

10. Participate in Technical reviews of new technologies and upgrades to assist in planning and timing of implementation to ensure improvements are achieved and planned benefits are realized as anticipated with minimal impact and interruption to user community.

11. Work proactively with system users to identify opportunities for increased functionality to improve staff efficiency and effectiveness. Implement improvements as necessary.

12. Operate within Memorial’s Code of Conduct and Ethics at all times and constantly display Memorial’s Behavioral Standards.

13. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description