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Telecommunications Specialist
2 weeks ago
Unity Health Toronto, comprised of Providence Healthcare, St. Joseph’s Health Centre and St. Michael’s Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, spanning primary care, secondary community care, tertiary and quaternary care services to post-acute through rehabilitation, palliative care and long-term care, while investing in world-class research and education. Join our team in our mission to continue to put patients and families at the centre of everything we do, in the role of Telecommunications Specialist.
The department of Information Technology Services performs an enablement and support role for the Unity Health Toronto Network. It pursues a cooperative and collaborative approach with both management and staff to deploy information technology and systems that support continuous Quality Improvement in all aspects of the Hospital.
The department is responsible for acquiring, customizing, where possible and implementing commercially available software; developing new systems having clinical and corporate utility, where necessary; providing operational maintenance and support of existing systems on a 24 hour per day, 7 days per week basis; assisting Hospital departments in modifying processes to facilitate the collection and use of data and information; ensuring appropriate technological controls are in place to support complete information security and patient/employee confidentiality; organizing information technology training programs for Hospital staff; assisting management with the interpretation of available information; facilitating continuous quality improvement activities.
**Duties & Qualifications**
- Contributing to the overall efficient operation of the voice network, ranging from performing preventative maintenance of the various telephony systems,
- Troubleshooting end user tickets and fulfilling customers’ requests,
- performing 2nd & 3rd level incident and problem management for Telecommunications Equipment in addition to installations, moves, additions and/or changes
- maintaining responsibility for regular continuous improvement activities on Telecommunications Equipment
- participating in Enterprise Architecture and Project Management Initiatives
- acting as the senior liaison between customers, departments and other technical teams to lead telecommunication problem resolution and change management activities
- Contributing to the development of new and/or the improvement of existing policies and procedures, as assigned
- recommending and evaluating hardware and software solutions, as required, including new acquisitions and upgrades; participating in the development of telecommunication projects
- Receives and troubleshoots incidents/problems, exercising independent judgment to resolve incidents/help desk ticketed items;
- Independently reviews and investigates all pertinent information relevant to the problem; performs root cause analysis to identify and determine telecommunications problems; provides solutions for items that can be fixed/corrected, using specific product knowledge, system utilities and operating environment;
- Maintains the highest level of customer satisfaction while resolving all tangible telecommunication problems, concerns or requests for information;
- Keeps track of incidents and problems using the problem management ticketing system to track case status/ resolution, to enable Telecom staff to communicate work status, and other relevant information, as required.
- Ensures local service operational goals are accomplished, including the highest level of customer satisfaction.
- Provides timely and expert level information, administration and support to the Hospital community;
- Provides technical expertise and guidance on the full range of voice and data technology.
- Expedite in a timely fashion, telecom system problem assessment and/or resolution with internal/external technical staff or service providers that cannot be resolved by the first tier of support;
- Escalates problems and issues to product vendors and management, when required, including services that exceed response time, repair time, lack of parts, or any other issue that could negatively impact customer satisfaction;
- Follows established process and procedures to perform and manage tasks associated with regular maintenance activities and tasks on telecommunication equipment;
- Follows established process and procedures to maintain passwords, data integrity and file systems in the Voice Mail environment;
- Updates network diagrams based on changes made to accommodate department moves/redesign, etc.
- Establishes a schedule for review, modification, documentation, backup, error checking, troubleshooting and regular preventative maintenance activities/tasks for telecommunication equipment;
- Plans, develops and implements operational improvements that will ma
