Unified Communications Engineer II - IS Infrastructure - Full Time 8 Hour Days (Non-Exempt) (Non-Union)

The Unified Communications II will independently plan, install, integrate and validate network software and hardware solutions. Serves as a resource to less experienced team members on escalated issues of a routine nature. Acquires and applies broad knowledge of Keck Medicine of USC, its services and processes. Resolves issues and navigates obstacles to deliver work product. Delivers technical solutions for the voice network infrastructure, WAN, and wireless. Develops, manages and tests disaster recovery solutions. Maintains and tests disaster recovery solutions. Participates in the evaluation, development, implementation, integration and administration of internal and external business solutions. Provides insight to management on issues. Supports the mission, vision, values and strategic goals of Keck Medicine of USC.

Essential Duties:

• Analyzes, develops and proposes solutions for Service Requests, Trouble Reports, and technical issues occurring in unified communications systems.
• Applies learned skills to perform problem resolution across integrated UC platforms, systems, processes and departments.
• Coordinates and communicates with other IT staff to resolve technical issues ensuring that sufficient information is communicated and that effective mode of communication is selected.
• Serves as a resource to less experienced team members on escalated issues of a routine nature.
• Acquires and applies broad knowledge of Keck Medicine of USC, unified communications services and processes.
• Resolves issues and navigates obstacles to deliver work product.
• Delivers problem solving solutions for CUCM, CUC, UCCX, IM@resence, and associated services.
• Resolves issues and identifies appropriate issues for escalation.
• Supports the mission, vision, values and strategic goals of Keck Medicine of USC.
• Develops a maturing level of understanding of the Keck Medicine of USC IT Infrastructure.
• Responsible for the timely resolution of problems on UC Systems hardware and software. This includes maintaining the system operations in accordance with all regulatory requirements with primary focus on confidentiality and HIPAA Security Regulations.
• Implements software security directives from the organizations Information Security department.
• Documents the technical aspects of Keck Medicine of USC’s UC system designs.
• Implements and/or supervises the implementation of PRI, cross connects, etc.
• Recommends and implements solutions for UC system problems arising from design constraints.
• Supports the mission, vision, values and strategic goals of Keck Medicine of USC.
• Perform other duties as assigned.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Systems, Computer Engineering or related field

• Combined work experience and education as equivalent

• 5 years Relevant business support and/or information technology support experience. • IF NOT BACHELOR DEGREE: ◦ *9 years' relevant business support and/or information technology support experience.
• Working knowledge of designing, installing, specific to Nortel, Avaya and Cisco and service providers such as AT&T
• Hands-on expertise with Nortel/Avaya and Cisco Unified Communications phone equipment, cable infrastructure and WAN circuits.
• Demonstrated expert level experience with Nortel/Avaya system design, Cisco wired/wireless phones, PRI/Smart trunk configuration, NXX number plans and trunk routing, capacity planning and capacity management.
• Experience working with Cat5e/6 cabling and tools.
• Experience cabling routing Cisco Router and Switches.

• Familiarity with ITIL Frameworks.
• Requires a maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems, to determine economic feasibility or options available, and to assess time involved in system changes.
• Thorough documentation and business language skills.
• Strong customer service skills. Requires a professional approach in all situations.
• Strong communication and interpersonal skills. Must be able to communicate the impact and solutions of application/system problems in business language.
• Provide after-hours and weekend on-call support for service-related issues to support 24/7 operations.
• Able to solve complex problems and take a new perspective on existing solutions by either completing the work or gathering all of the resources needed for ultimate resolution and continuity of problem management.
• Able to effectively interpret customer needs, assess requirements and identify solutions to nonstandard requests.
• Able to make appropriate decisions within guidelines and policies.
• Able to act as a resource for colleagues and provide mentoring and coaching.
• Willing to travel between on-site and remote site locations 20% of the time.
• Intermediate ability to implement, configure, and administer Cisco Call Manager, Call Center & Unity environment and Nortel TDM and VoIP platforms.
• Intermediate knowledge of Telco services (PRI, DID, POTS, GS/LS Trunks, SIP Trunks)
• Understanding of TCP/IP, routing and switching protocols including SIP, LAN, WAN, VLAN.

Preferred Qualifications:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Network Professional (CCNP)
• Certification - Job Relevant Avaya Certified Integration Specialist (ACIS; Avaya Implementation Professional Specialist (AIPS); and Microsoft Certified Technology Specialist (MCTS)

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The hourly rate range for this position is $39.00 - $63.95. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.