System Engineer I-Communications

Researches, implements, and maintains information technologies to increase server systems operational efficiencies and secure Carilion's enterprise network. Manages corporate projects and problem resolution requiring the participation of multiple specialized teams.

Frequently interacts with other TSG departments on server system hardware and software problems. Researches, implements, and educates peers on new technologies. Coordinates and performs daily corporate problem resolutions supporting server system hardware/software issues. Work environment includes hospital areas, TSG Datacenters, data closets and office settings. Must be conscience of all operational and safety procedures. Rotating shifts, including on-call support, working weekends and/or irregular long hours as well as occasional overnight travel.

Duties & Responsibilities may include but not limited:

• Analyzes, optimizes, implements, and maintains the Carilion Clinic Communications and Call Center environment.
• Able to support a major contact center platform with limited supervision (Cisco UCCX/PCCE, Genesys, Avaya etc.)
• Have experience creating and managing various contact center reports for IT and the business.
• Troubleshoot, upgrade and develop workflows with limited supervision for an enterprise class contact center environment.
• Research, configure, test and install system patches, hotfixes, etc. per manufacturer recommendation with limited supervision. Depending on complexity and risk engage with peer teams to evaluate. Setup, monitor and validate with limited supervision that all assigned systems are properly configured and operating as designed.
• Manage voice recording systems and services (e.g. NICE, Uptivity) with limited supervision.
• Engage vendors as required to gather information and share possible resolutions of major incidents and requests.
• Participates with other team members in the organization with limited supervision to restore service situations (outage, service degradation, etc.)
• Monitor a ticket queue with limited supervision to ensure new issues are reviewed, assigned and worked within established timeframes.

Education: Associates Degree in a related field or equivalent work experience.

Experience: Minimum three years' experience in computer electronics and/or system administration of Windows, *nix platforms to include hardware maintenance. Experience in microcomputers and supporting telecommunications hardware/software required.

Licensure/Certification: Valid Virginia drivers' license and dependable transportation. A minimum of one of the following certifications are required: CompTIA Server+,Microsoft MCSA, IBM Certified System Administrator AIX, CompTIA Linux+, Citrix CCA for XenApp Server 6 (or greater), VMWare Certified Professional. Additionally, any of the following are preferred, but not required: Microsoft MCSE, Citrix CCAA, Citrix CCIA, CompTIA Network+, CompTIA Security+, RHCT Certification.

Other: Good organizational skills, analytical, dependable, detail oriented, interpersonal skills, and understanding of the English language (both written and oral). Must have thorough understanding of the 7-layer OSI model. VMWare, Citrix, Active Directory, Microsoft Exchange/O365, IBM AIX and/or Linux experience preferred. Must have excellent problem-solving skills and be customer service oriented.

This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.