Job Description

The VOICE ENGINEER ASSOCIATE reflects the mission, vision, and values of NM, adheres to the organization's Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

The Voice Engineer Associate is responsible for the entry-level functions of the Voice Services team.

RESPONSIBILITIES:

• Performs adds/moves/changes and performs preventative maintenance on enterprise telephony systems
• Proactively monitors and resolves potential service interruptions
• Provides Tier 3 support for telecom service requests and repairs received via service tickets
• Creates and maintains team and end-user training materials, diagrams, and documentation
• Manages small-scale telephony system and interface projects
• Procures equipment and maintains inventory levels at standards
• Maintains telephone records and procedures
• Develops a broad working knowledge of the full range of NM IS network platforms
• Responds thoroughly and promptly to customer needs as defined in conjunction with our customers
• Works effectively in supporting NM IS application teams with project and support activities
• Prepares and delivers effective support by seeking a thorough understanding of team, department, and organizational goals and objectives
• Provides after-hours support as part of a team on-call rotation
• <10% travel required for external site projects and support

COMPETENCIES:

• Technical knowledge of common software and operating system support
• Endpoint support experience, including end-user documentation and training
• Familiarity with broad telephony concepts, including Voice over Internet Protocol (VoIP), carrier network services, and call center workflows
• Motivated with a good attitude toward the team and goals
• Takes initiative in problem resolution for escalated incidents and requests
• Dutifully participates in project initiatives for the team and other teams as needed 
• Strong in sharing knowledge and presentations to the team
• Team player: assists without prompting and respects the chain of command
• Provides clear and detailed documentation that can be digested by peers
• Provides timely updates to Team Lead and management on issues and projects
• Maintains a dedicated approach to continuing education and certification within the field
• Can act independently as a first responder to on-call issues related to team-owned systems, evaluating the severity of incidents and engaging resources as needed to move to resolution
• Adapts well to rapid change and multiple priorities
• Develops effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions

Qualifications

REQUIRED:

• 0-3 years of experience in similar role

PREFERRED:

• Bachelor's degree
• Basic networking and/or telephony certification

Additional Information Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.