Unified Communications Support Specialist Job Description
Position Overvie
wAre you a hands-on IT professional with a foundation in Cisco voice technologies who loves being in the field rather than stuck at a single desk
?We are seeking a proactive, mobile Unified Communications Support Specialis t to serve as our primary on-site technical resource across our healthcare network, including Jamaica Hospital Medical Center (JHMC), Flushing Hospital Medical Center (FHMC), and our affiliated TJH Medical Services clinics
.Working directly as the local extension of our remote Senior Engineering team (including a Senior CCIE), you will be our "eyes, ears, and hands" on the ground. This role requires local multi-site mobility to handle hardware deployment, level 1 troubleshooting, and immediate user support within a fast-paced, critical clinical environment
.
Key Responsibiliti
- esMulti-Site On-Site Suppor t: Act as the dedicated local touchpoint for Cisco IP phones, voice gateways, and legacy telecom hardware across multiple hospital campuses and outpatient clinic location
- s.Level 1 Cisco UC Managemen t: Handle basic administrative tasks within Cisco Unified Communications Manager (CUCM) and Unity Connection, including user provisioning, password resets, basic MACDs (Moves, Adds, Changes, Deletions), and endpoint registratio
- n.Rapid Incident Respons e: Own and resolve voice-related Helpdesk tickets at the point of care, minimizing downtime for clinical and administrative staf
- f.Remote Team Collaboratio n: Serve as the physical "hands-and-feet" extension for remote Senior Engineers during complex system diagnostics, localized hardware failures, infrastructure upgrades, or packet capture
- s.Hardware Lifecycle & Patchin g: Manage local hardware inventories, handle physical staging and deployment, and manage physical infrastructure connections (data closet patching, cross-connects
- ).Documentatio n: Maintain accurate on-site inventory records of voice equipment and update local documentation or rack diagrams as changes occu
r.
Required Qualifications & Ski
- llsExperien ce: 2 to 4 years of enterprise IT support, desktop support, or telecom experience, with a heavy preference for fast-paced, multi-site healthcare or hospital environmen
- ts.Technical Familiari ty: Practical, foundational knowledge of Cisco Collaboration solutions (CUCM, Unity Connection, Cisco IP endpoints, and general VoIP principle
- s).On-Site Mobili ty: Must possess the ability and willingness to travel locally between main hospital facilities and community-based TJH clinics as operational needs and ticketing demands dicta
- te.Hands-on Technical Aptitu de: Comfortable working inside network closets, handling physical network cabling (Cat5e/6), and standard telecom hardwa
- re.Strong Communicati on: Exceptional interpersonal skills to interface directly and professionally with clinical staff, combined with the ability to relay technical details clearly to remote senior enginee
- rs.Problem-Solvi ng: A resourceful, autonomous mindset with the ability to follow technical documentation and execute remote instructions during critical troubleshooting windo
ws.
Preferred Qualificat
- ionsCCST (Cisco Certified Support Technician) or CCNA certificat
- ion.Prior experience navigating the unique operational, safety, and compliance demands of a healthcare facil
ity.
Work loc
ationHybrid work schedule (3 days in office, 2 days remote) - first 90 days are on fully in office (Jamaica
, NY)
Compen
sationThe compensation for this role includes a salary range of $75,000 - $95,000 (negotiable). This range and total compensation reflect consideration of several factors, including skills, experience, training, certifications, and organizational
needs.