Associate Network Engineer

The University of Iowa; Iowa City (IA); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

On-site work

On-call rotation

Healthcare IT environment

Job summary

The University of Iowa Health Care is seeking an Associate Network Engineer to provide tier-one telephony support for enterprise voice systems within HCIS. You will troubleshoot VoIP hardware, software, and call quality issues across clinical and hospital locations.

You will participate in Avaya SIP phone deployments, OneCloud migrations, and MACD activities, working on-site in a fast-paced healthcare IT environment with on-call responsibilities.

Qualifications

• Experience with VoIP systems and telephony hardware.
• Ability to work on-site in a healthcare IT environment.
• Familiarity with incident ticketing and SLA adherence.

Responsibilities

• Provide tier-1 technical support for voice systems, resolving hardware and software issues.
• Troubleshoot call quality, jitter, latency, packet loss, and echo.
• Assist with call flow routing, hunt groups, and phone registration problems.
• Coordinate with vendors for carrier connectivity and resolutions.
• Install, configure, and deploy Avaya SIP phones and related hardware.
• Participate in Avaya OneCloud migrations and MACD activities.
• Document resolutions and escalate to Voice Engineering as needed.
• Contribute to on-call rotation for after-hours support.

Skills

VoIP

Telephony

Troubleshooting

On-site support

Ticketing

Avaya systems

Tools

Avaya SIP phones

VoIP deployment tools

OneCloud migration tools

Job description

The University of Iowa Health Care, Department of Health Care Information Services (HCIS), seeks an Associate Network Engineer to provide tier-one technical support for enterprise voice communication systems. In this role, you will troubleshoot complex telephony issues, including phone hardware and client software problems, call quality degradation, carrier connectivity, headset compatibility, driver and firmware updates, network port troubleshooting, and call flow routing. You will gather customer requirements to architect voice solutions and resolve technical issues across the full spectrum of VoIP infrastructure.

The VSS will also participate in migrating services to Avaya OneCloud, providing ongoing technical support, and handling all moves/adds/changes/deletions (MACD) for voice platforms. This position requires hands-on, on-site support across multiple hospital and clinic locations, including physical installation work and participation in on-call rotation for after-hours emergency support. You will work collaboratively with the Voice Engineering team (tier 2 support) and other IT departments to deliver critical communication services in a 24/7 healthcare environment.

This position requires work to be performed on-site at the HSSB building located at 3281 Ridgeway Drive, Coralville, IA.

Note: This is not a desktop support or network engineering position but centers on telephony/VoIP technical support. Physical requirements include the ability to lift equipment and access equipment in various locations, including under desks and in ceiling spaces.

Position Responsibilities:

1. Technical Troubleshooting and Support

• Provide tier 1 technical support for voice communication systems, resolving issues with phone hardware, client software, headsets, and peripherals.
• Diagnose and resolve call quality issues, including jitter, latency, packet loss, and echo.
• Troubleshoot call flow routing, hunt group configurations, and phone registration problems
• Investigate carrier connectivity issues and coordinate resolution with vendors.
• Update and troubleshoot device drivers, firmware, and network port configurations.
• Document issue resolutions and root causes in the ticketing system with appropriate technical detail
• Escalate complex issues to Voice Engineering (tier 2) with comprehensive diagnostic information.
• Monitor and resolve assigned tickets in accordance with SLA and priority guidelines.
• Participate in on-call rotation to provide after-hours emergency support for critical voice system issues.

2. Implementation and Maintenance

• Install, configure, and deploy Avaya SIP phones and associated telephony hardware.
• Perform device provisioning, testing, and validation during deployment phases.
• Participate in Avaya OneCloud migration