Technical Specialist - Telecom Operations

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of "Transforming lives and communities through excellence in care, discovery and learning", the University Health Network (UHN), Canada's largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

Union: Non-Union
Site: UHN Sites - Downtown Toronto
Department: UHN Digital
Reports to: Manager, Telecom Operations
Work Model: On-Site
Grade: H0:09
Hours: 37.5 per week
Salary: $95,862 to $119,828 annually (To commensurate with experience and consistent with UHN compensation policy)
Status: Permanent Full-Time
Closing Date: November 21, 2024

Position Summary

As a Technical Specialist in the Telecom Operations Environment, you will be providing in person on-site support in telecom operational and project environment at multiple UHN acute and rehab care site locations across the GTA. You must have experience with operational support of Cisco enterprise phone systems, all associated devices and applications. You must have very good verbal, written communication & interpersonal skills. Contacts are primarily with Engineers, Specialist Technicians, Analysts immediate Telecom Manager, and UHN staff at large.

Duties

• Acts as UHN technical expert in Cisco voice technology.
• Cisco Unified Contact Manager, installing, configuring, and maintaining telecommunications equipment, troubleshooting network issues.
• Cisco Unity Connection, gather user requirements to build voicemail users & complex multi- level auto attendant.
• Ensure the stable operation and efficient performance of enterprise phone systems
• Troubleshoot phone system application, and network connectivity issues
• Monitor and analyze telecom system performance
• Identify and remedy telecom system performance bottlenecks.
• Monitor system capacity to determine its effect on performance and recommend enhancements to meet new or changing telecom demands
• Work with the telecom Engineer to assist with the planning and implementation of upgrades, changes, or replacement of telecom infrastructure components
• Installs and configures all telecom hardware and equipment, including routers, switches, phones, etc.
• Interact and negotiate with vendors, outsourcers, and contractors to repair telecom systems and services
• Researches, evaluates and remains up-to-date with the latest architectures, technologies, solutions and industry trends.
• Contributes to the development of IT solution and delivery requirements.
• Articulates clear business and complex technical solutions and concepts to project team members.
• Interprets written business requirements and technical specification documents.
• Conducts technology solution proof of concepts as instructed by Telecom engineer.
• Works within existing processes, procedures and templates to deliver technology solutions.
• Performs assignments and special projects in support of departmental and/or organizational objectives, as requested.
• Provides technical leadership to project teams throughout the solution delivery life cycle and ensures the technology solution fulfills all business requirements.
• Oversees and ensures technology solutions are implemented per the design.
• Produces, documents and communicates the technology solution design and blueprint to the UHN Digital project team members, stakeholders and/or committees e.g., UHN Planning Design & Architecture when required by Telecom Engineer
• Modifies, documents and communicate solutions design changes should the scope or requirements change during the project delivery phase.
• Manages and resolves solution delivery escalated issues and risks/technology related problems appropriately.
• Supports continuous quality and process improvement initiatives.
• Supports customer service initiatives in facilitation of end user meetings, clinical/business discussions or organizing ad hoc meetings, as per end user availability.
• Implements operational improvements that will maintain technology efficiency and minimize system issues/bugs while working within the UHN Digital standards/practice.
• Reviews monthly system performance, capacity and service level reports.
• Develops, communicates and implements plans to address any system performance, capacity or service level problems.
• Makes recommendations to ensure system performance is kept to a high standard.
• Manages Request for Change (RFC) preparation, submission and representation Change Advisory Committee (CAB) as required.
• Ensures local service operation goals are accomplished, including the highest level of customer satisfaction.
• Demonstrates a thorough understanding of all job-related functions and ensures work tasks/volumes are processed accurately and effectively on a day-to-day basis.
• Provides 2nd and 3rd level incident and problem management on site support during normal operating hours of 9-5 Monday to Friday; during non-business hours (e.g., nights/weekends) and carry a mobile phone for on-call duties, as required.
• Exercises independent judgment to resolve moderately complex incidents and problems.
• Processes timely/accurate information to ensure compliance with warranty requirements of product vendors.
• Maintains the highest level of customer satisfaction while resolving all tangible problems, concerns or requests for information.
• Provides 2nd and 3rd level support to the Service Desk, telecom operations in response to customer queries.
• Reviews all pertinent information in the system relative to problem and resolution for trends that can be identified and corrected.
• Leads investigation; performs root-cause analysis on technical problems; provide solutions using specific product knowledge, system utilities, and operating environment as instructed.
• Produces proper methods of diagnosing and identifying system improvement opportunities to help repair/ resolve problems.
• Escalates problems and issues to manager, team members, product vendors and management, when required, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Updates the UHN Digital incident and problem management ticketing system on case status and resolution.
• Facilitates, manages and initiates interactions between vendors and other UHN Digital support teams.
• Articulates clearly with confidence unresolved issues and reports resolved issues to a wide variety of appropriate level of management/stakeholders.
• Works with and within the standards and processes outlined by UHN Digital Enterprise Architecture team.
• Works within UHN Digital Enterprise Architecture standards; consults and collaborates with the Enterprise Architecture team ensuring all standards are met.
• Develops complex technical plans and executes them either as an individual contributor or by working in a project team environment.
• Recommends and evaluates hardware and software solutions, including new acquisitions and upgrades; participates in the development of technical projects and/or contributes to the development of new and/or the improvement of existing policies and procedures, as required.
• Communicates and advocates UHN Digital guiding IT architecture principles and standards.

• This position requires the successful candidate to have a valid driver's license and the ability to travel across UHN sites within 30 minutes to 1 hour throughout a same day, via reliable transportation/own vehicle.
• 3 years of College or Technical Schooling in Cisco telecommunications, and or practical equivalent experience.
• Minimum of 5 years of experience working in a corporate environment deploying, managing, and supporting enterprise Cisco phone systems & applications.
• Minimum of 5 years of experience with cable patching, Cross connecting analogue technologies, Cisco Unity Call Manager, Contact Centre, Unity Voice Mail & Call recording
• Practical knowledge of telecommunication operations, electronics and general maintenance, troubleshooting and repair of telecommunication equipment
• Practical and working knowledge local area networks and interfacing/integration with other computers.
• Practical and working knowledge of Internet and client/server architectures.
• Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principals.
• Possesses working knowledge of Project Management Institute principals.
• Understands how various issues affect each other and the outcome of projects.
• Good process analysis and application skills.
• Good analytical and problem-solving skills with the ability to systematically analyze situations/issues, identify options, draw logical conclusions and determine/recommend practical courses of action.
• Organizational change management skills.
• Good verbal and written communication skills.
• Good interpersonal skills.
• Able to work with minimal supervision on complex tasks.
• Able to work with multidisciplinary teams in a positive and productive manner.
• Ability to effectively deal with high priority unscheduled tasks and problems.
• Adaptability, flexibility and ability to deal with ambiguity and change
• Understands how to interpret customer business needs and translate them into application and operational requirements.
• Understands how various issues affect each other and the outcome of projects.
• Self-motivated team player who can work independently.
• Ability to operate a personal computer and working knowledge:
  • Microsoft Office 365
  • Information Technology Infrastructure Library (ITIL) principals
  • Service Now
  • Windows 10
  • Understands Virtual Architectures
• Application integration to Middleware, Call Recording, UCCX, Cisco Certified Network Associate (CCNA) (collaboration, Routing & Switching, Security, or Wireless recommended) Certification is an asset

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.