Telecom Specialist Staff

This hybrid position does require on-site presence at our Vermont partner locations. Staff will be part of an on-call rotation and provide support coverage 24 hours per day, 7 days per week. Mitel phone experience is preferred.

Career Level Summary 

• Requires expanded knowledge and experience in own area; incumbents are still acquiring higher-level knowledge and skills
• Builds knowledge of the organization, processes and customers
• Solves a range of standard problems
• Analyzes possible solutions using experience, judgment and precedents
• Receives a moderate level of guidance and direction

Functional Knowledge

Requires expanded conceptual knowledge in networking and unified communications (telecom) while developing additional skill sets

Business Expertise

Understands key business drivers or key drivers of clinical or patient care operations/delivery; uses this understanding to accomplish own work

Leadership

No supervisory responsibilities but may provide guidance to new employees 

Job Related Responsibilities

• Configure and maintain UC systems, including voice and messaging platforms.
• Troubleshoot and resolve standard UC issues independently.
• Analyze and implement solutions for UC service improvement.
• Collaborate with network engineers to ensure UC systems are properly integrated.
• Provide user training and support for UC technologies.
• Document system configurations, procedures, and troubleshooting steps.
• Monitor UC system performance and suggest optimizations.
• Participate in the deployment of UC-related projects.
• Assist in ensuring compliance with security policies for UC systems.
• Perform field service work on UC systems and assists field service and jr team members with endpoints.
• Developing test plans for new UC features.
• Assist with the support of an emergency mass notificaton platform with moderate guidance.
• Provide guidance to junior team members.

Core Job Related Skills

• Proficient in UC platforms (e.g., Microsoft Teams, Cisco, Avaya, fax servers, EMNS)
• Strong troubleshooting and problem-solving skills.
• Understanding of network protocols and their impact on UC (e.g., QoS).
• Knowledge of UC security best practices.
• Experience with UC endpoint configuration and management.
• Ability to script and automate routine tasks (e.g., using PowerShell or scripting languages).
• Familiarity with voice codecs.
• Strong documentation skills.
• Ability to analyze system logs and performance data.
• Knowledge of VoIP and SIP protocols.
• Ability to diagnose and resolve user-specific problems related to UC systems.

Core Job Related Skills

• Solves a range of standard problems by analyzing possible solutions using experience, judgment and precedents

Impact

• Impacts quality of own work and the work of others on the team; works within guidelines and policies

Interpersonal Skills

• Explains information to others in straightforward situations

Education

• College or university degree in related field or the equivalent work experience that provides exposure to fundamental theories, principles and concepts

Experience

• minimum 4 years of experience in unified communications or telecom field