Voice Telecom Analyst

Overview of role: 

Looking to advance your career in Healthcare Information Technology or have you considered applying your technical expertise to a different industry that has endless opportunities to innovate? Healthcare is on the verge of major technological disruption and UPMC is leading the way by leveraging its vast global patient reach, and acclaimed health IT innovations. UPMC’s Global Technology Operations Centre (GTOC) in Europe extends our innovation reach to global markets and is enabling the next generation of healthcare delivery solutions for our patients around the world. UPMC, a not-for-profit US-based academic and multinational healthcare system, is expanding and localizing its industry leading IT services and innovation, to support its growing global presence. Located in the sunny southeast of Ireland and in the heart of Kilkenny’s growing tech cluster, UPMC’s Global Technology Operations Centre (GTOC) is building leading edge infrastructure and services that will enable the next generation of healthcare delivery solutions for our patients globally. As an extension of UPMC’s US-based operations, the GTOC team supports healthcare facilities in Ireland, Italy and Croatia. We want you to be part of our expanding team, where you can engage with clinical and business leaders, innovate new solutions, and realise first-hand how technology improves patient experience, paving the path for the future of healthcare. Come join our team of accomplished technologists who collaborate seamlessly across borders, develop global healthcare IT skills, and support optimal work / life balance through flexible work arrangements. Overview of the Post Under the general direction of IT Network & Security Manager, the Voice Telecom Analyst - Intermediate position will be part of a strategic team responsible for the day to day maintenance and support of the Telecommunications systems, including adds, moves and changes on PBX system, Voice Mail and maintenance of all voice related equipment. May work on medium to large-scale projects in addition to providing services, as determined by the management team. Possesses working knowledge of the PBX system, voice mail and other voice equipment . Provides technical assistance to departmental personnel, clients, vendors, and other parties as assigned.

Primary Duties and Responsibilities:

• Provide maintenance and support for telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response. 
• Monitor and identify capacity and performance issues for telecom traffic to ensure continued, uninterrupted operation of telecom systems 
• Generate telecommunications usage and network traffic reports 
• Perform analysis, diagnosis, and resolution of telecommunications problems for end users; recommend and implement corrective solutions 
• Where necessary, liaise with equipment vendors during installations, acquisition negotiations, and hardware performance issues 
• Maintain a current and thorough knowledge of PBX systems, voicemail, wiring, and other related telecommunication systems. 
• Protect the integrity and confidentiality of all UPMC patient and staff data and information in accordance with the UPMC data and information security policies and procedures. 
• Provides mentoring and support to others in areas of expertise. 
• Additionally, Flexibility required to working hours dependent on business needs which occur. 

This job description is intended to be an outline of the areas of responsibility. As UPMC Global Technology Operations Centre and the post holder develop, this job description may be subject to review considering the changing needs of the Centre.

Qualifications & Experience:

• Preferred Education: Computer Science or Information Technology related Degree 
• Experience in managing enterprise systems, applications and endpoints with tools.
• Experience maintaining a 24 x 7 x 365 network infrastructure.
• Experience in communication and collaborative technologies such as Avaya and Cisco Webex / CUCM 
• Strong documentation skill set.
• Preferred Qualifications: Cisco CCNA, CCNP Collaboration 
• Candidates who are multi-lingual are preferred. The ability to speak and understand Italian is a plus. 

Equal Opportunity Statement and Benefits

UPMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

At UPMC we provide a total rewards program that is not only market competitive, but fair and provides growth opportunities for all our colleagues.

Compensation – Competitive pay for the work employees do – base pay, performance related pay and premium pay where applicable.

Benefits – Fully paid maternity and paternity leave for new parents. Competitive Pension Plan, company funded Death in Service Benefit x 3 times. Critical Illness cover for all employees up to the age of 66.

Performance and Recognition – Rewards for performance that supports the goals and mission of UPMC through our annual ACES programme.

Work-Life Balance – Enhanced annual leave up to a maximum of 27 days. Flexible working opportunities to support you to work around external family commitments.

Development and Career Opportunities – Opportunities for each employee to reach their career goals through continued learning and/or advancement.

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