Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Entity: Corporate Services
Department: IS- Mobility Fax Das
Location: 3535 Market St. Philadelphia
Hours: Remote, M-F, 8AM-5PM
The Lead Unified Communications Engineer is responsible for the technology mentorship in the organization's communication systems which includes voice, messaging, fax and collaboration platforms. Coordinates operational requirements with Senior Management to ensure the technology is designed and implemented consistent with Penn Medicine technology standards. Oversees technical aspects of complex technical problems, departmental processes and outages. Acts as a point person for all design activities and major project implementation initiatives.
Accountabilities
The Lead Unified Communications Technician is accountable for the following:
Unified Communications Support
- Designs and implements wireless and unified communications (UC) hardware and systems; investigates and resolves highly complex issues and hardware outages; develops technical requirements based on operational impact; evaluates current systems and future requirements for design and implementation implications.
- Leads technical support activities for significant outages for UC and distributed antenna system designs. Provides problem resolution mentorship to less experienced personnel.
- Leads the evaluation and testing of UC and wireless technologies to identify their potential use. Leads in the development of appropriate testing routines and process definition.
- Leads consultation, support and guidance to organizations and customers. May develop and conduct training as needed or appropriate. Supports customer expectations and balances the needs of organization and customers to ensure satisfaction for all relevant parties.
- Provides technology mentorship to Unified Communications Team and develops team on technological issues and best practices.
- Conducts planning and status meetings with key client personnel to understand program/project requirements and communicate our implementation methodology to the client. Works with the Business to clarify programs/projects and then through the full systems development lifecycle.
- Oversees Distributed Antenna Systems (DAS) at an enterprise level evaluating expansions and new installations.
- Evaluates new and existing hardware or applications and third-party integrations as part of the architecture review board process and recommends appropriateness for implementation. Implements solutions according to best practices.
Continuous improvement
- Performs cost analyses and vendor comparisons to ensure cost-effective and efficient operations; measures feasibility of various approaches, makes recommendations as appropriate.
- Coordinates and monitors troubleshooting to isolate and diagnose common systems problems.
- Recommends resolution to complex technical issues and coordinates the implementation of the approved course of action.
- Performs analyses and prepare reports on system problems or performance trends and issues.
- Perform regular evaluations on deployed assets to ensure legacy or unused equipment is removed from the environment.
- Formulates long term strategies and leads major initiatives
- Engage in High Level Networking, external stakeholders, industry peers and potential partners
End User Support
- Provides in person and/or remote support to customers internally and externally as needed.
- Performs advanced/remote troubleshooting and analysis of systems.
- Answers end user questions and resolves issues.
- Assist in instructing end users in the operation and maintenance of systems/equipment.
- Updates tickets and assignments according to established procedures.
- Acts as a mentor to the team and escalation point for all critical issues
- Acts as an escalation point for Senior-level UC Engineers.
Project Support
- Refers issues/questions to appropriate personnel/manager for follow-up, testing and troubleshooting.
- Participates in new equipment installations and large move projects and acts as a liaison with customers on administrative and technical matters.
- Researches and develops new innovative strategies in accordance with Organizational priorities.
- Leads the effort to collect input for methodologies and procedures for new wireless and UC technologies to ensure acceptable performance and availability.
- Directs the analysis of technical products, systems and/or software being evaluated for use in the environment.
Documentation and Process Adherence
- Attends Change Control, Root Cause Analysis and Operational meetings as needed.
- Coordinates service activations and upgrades to ensure work is performed according to UPHS policy and technical standards.
- Documents systems events to ensure appropriate administration activities are performed.
- Conducts proper planning to ensure that appropriate back-out procedures are in place and fully tested.
- Performs centralized IS documentation and related communication functions.
- Performs or updates inventories, knowledge repositories and document libraries as appropriate.
- Follows all UPHS Corporate Information Services established operating procedures and methodologies.
On-Call Support
- Provides on-call support for the UC environment on a rotating schedule.
- First escalation point for on-call
- Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
- Other duties as assigned to support the unit, department, entity, and health system organization
Minimum Requirements
Required Education and Experience
- H.S. Diploma/GED And 10+ years Information Technology experience is required.
- Bachelor's Degree Information Technology or Business Management And 7+ years Information Technology experience is preferred.
- 7+ years UC Technology experience (Faxing, Mobility devices, Telephony) is preferred
- 2+ years Acting as Team lead is preferred
Required Skills and Abilities
- Ability to accept responsibility for leadership, direction, control, planning, negotiating, organizing, directing, supervising, formulating practices, or making final decisions.
- Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure involving significant differences in technologies, techniques, procedures, environmental factors, physical demands, or work situations.
- Ability to exchange information with others clearly and concisely; to present ideas, facts and technical information.
- Ability to maintain relationships both internally and externally to the organization that facilitate task accomplishment; to cooperate and resolve conflicts; to recognize needs and be sensitive of others.
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work
We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
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