Unified Communications Technician

Entity : Corporate Services

Department : IS – Mobility Fax Das

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.

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

H.S. Diploma / GED required and 2+ years of Information Technology experience

Or

Bachelor’s Degree and 1+ years Information Technology experience

1+ years of End user support experience (PCs, Mobility Devices, Telephony support) is preferred.

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.