Voice Field Engineer | IT - Voice Services

Henry Ford Health; Rochester Hills (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Henry Ford Health is seeking a Voice Field Services Engineer to manage daily voice services operations across the health system. The role includes supporting end users, traveling to multiple sites, and maintaining effective communication with leaders, staff, and technical colleagues.

The ideal candidate has 3+ years in health IT, strong experience with multi-site VoIP networks, MAC processes, and ITSM tools such as ServiceNow, with excellent customer-facing skills and the ability to work under

Qualifications

• Three (3) or more years of experience in health care Information Technology.
• Three (3) or more years of experience with complex multi-site VoIP networks.
• Three (3) or more years of experience performing MAC of analog, digital and IP phones.
• Three (3) or more years of experience with ITSM Tools (ITSM). Service Now preferred.
• Experience with Service Desk, Incident Management, Request Management, and Problem Management preferred.
• Experience surveying/designing new departments or locations on Henry Ford Health voice systems or networks.
• Experience working with PSTN carriers.
• Experience creating new circuit orders, disconnect orders, and repair orders.
• Relevant industry certifications related to telecommunications, VoIP, data networking, contact center, or collaboration/unified communications preferred.
• Excellent verbal, written, and interpersonal communication skills; highly collaborative; face-to-face with end users.

Responsibilities

• Maintain day-to-day operations for voice services at Henry Ford Health.
• Support end users throughout the health system and travel to various sites.
• Daily contact with end users at various levels within the health system.
• Communicate effectively with leaders, users, and technical colleagues.

Skills

VoIP networks

MAC (moves, adds, changes)

ITSM tools

ServiceNow

Face-to-face customer service

Collaboration

Tools

ServiceNow

Job description

About The Role

The Voice Field Services Engineer is responsible for day-to-day operations for voice services at Henry Ford Health. This position supports end users throughout the health system and could require travel to various sites within the health system. This position requires daily contact with end users at various levels within the health system.

About The Role

The Voice Field Services Engineer is responsible for day-to-day operations for voice services at Henry Ford Health. This position supports end users throughout the health system and could require travel to various sites within the health system. This position requires daily contact with end users at various levels within the health system.

Education/Experience Required

• Three (3) or more years of experience in health care Information Technology.
• Three (3) or more years of experience with complex multi-site VoIP networks.
• Three (3) or more years of experience performing moves, adds and changes (MAC) of analog, digital and IP phones.
• Three (3) or more years of experience with IT Service Management Tools (ITSM). Experience using Service Now preferred.
• Most desirable would be direct experience with Service Desk, Incident Management, Request Management, and Problem Management.
• The individual should have experience in surveying, designing/adding new departments or locations on to existing Henry Ford Health voice systems or networks. This includes the configuration of stations, trunks, voicemail, and call processing.
• The individual must have experience working with PSTN carriers.
• Experience includes creating new circuit orders, disconnect orders, and repair orders.
• Experience with data networking is desirable. Relevant industry certifications related to telecommunications, Voice Over IP, data networking, contact center, or collaboration/unified communications.
• Must be self-directed and can adapt to sudden changes.
• Must have strong customer facing skills.
• This position requires face-to-face contact with end users to identify and resolve their issues.
• Must be highly collaborative and able to work with different organizations and teams.
• Capable of working independently and can effectively communicate with leaders, users, and technical colleagues.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work quickly and efficiently under deadline pressure.
• Ability to handle numerous projects simultaneously.

Certifications/Licensures Required

• Experience with an ITSM application like ServiceNow preferred. Relevant industry certifications.

Additional Information

• Organization: Corporate Services
• Department: Ntwrk Fac & Trans Srvcs
• Shift: Day Job
• Union Code: Not Applicable