System Administrator Telecomm

Overview 

The Telecommunications System Administrator reports to the Manager of Telecommunications and Health Records and is responsible for providing administrative and technical support to the Telecommunications department. This role involves managing and supporting various telecommunications systems, ensuring their efficient functioning, trouble shooting issues as they arise, and collaborating with vendors. Additionally, the administrator will play a key role in overseeing system upgrades, end- user support, developing training materials, and assisting in policy and procedure development related to telecommunications systems.

Education 

o    Bachelor’s degree in computer science or Telecommunications/Information systems required.
o    Knowledge of telecommunications systems and technologies.
o    3- 5 years of system administration and support experience in a health care environment.
o    ITIL certification is an asset. 
 

Responsibilities

•    System Support and Maintenance:

o    Manage system upgrades, maintenance, and performance monitoring for telephony systems, including telephone, fax and voicemail systems.
o    Maintain and upgrade Vocera communications systems and workflows.
o    Oversee upgrades and maintenance of Nursecall Systems, including hardware.
o    Monitor integration performance and conduct regular upgrades and maintenance for Connexall systems, ensuring the efficient functioning of all Connexall applications.
o    Manage teams voice integration and support for efax services
o    Administer additional systems, applications or services managed by the telecommunication department, including but not limited to telephony soft clients, CCaas, DAS, Hypercare, pagers, television and mobile devices.
o    Collaborate with technical resources to ensure system backup and restore process.
o    Prepare test scripts, conduct testing for system upgrades.
o    Collaborate with other system administrators for system upgrade, integration testing and validation.
o    Work with the manager to support system nomenclature changes related to space relocation.
•    Issue Resolution and Troubleshooting: 
o    Monitor and identify any system anomalies, and optimize system/ application efficiencies.
o    Liaise with appropriate vendors to promptly troubleshoot and resolve issues.
o    Collaborate with internal resources for issue resolution.
o    Provide end-user support and escalate issues as necessary.
o    Collaborate with manager to implement proactive measures for issue prevention
o    Generate reports for incident management request and troubleshooting purposes.
•    User Support and Training:

o    Develop training materials and user guidelines as required.
o    Provide training and support for end users to ensure efficient system and applications utilization.
o    Maintain accurate user database for each telecommunication systems
o    Generate compliance report for management as required.
o    Take action on SARF related to telecommunication systems.

•    Policy and Procedure Development:
o    Assist management in developing policies and procedures for telecommunications systems
o    Maintain confidentiality regarding sensitive telecommunication matters.

•    Equipment and Inventory Management:

o    Monitor equipment, supplies and warranty for telecommunication hardware’s.
o    Coordinate purchase, repair and replacements of hardware’s related to telecomm systems
o    Collaborate with vendors for hardware upgrades as required 
o    Assist the Telecommunications Manager in evaluating the new products and replacement items

•    Coordination and Information Flow:

o    Coordinate moves, add and changes (MACs) for telephony and other systems in collaboration with clients, Move team, technical support staff and vendors.
o    Disseminate broadcast messages within the organization 
o    Update the corporate intranet with departmental and staff directory 
o    Design iCare forms for telecommunications as needed.
o    Coordinate with installation of private phone lines with service provider technicians 
o    Participate in vendor meetings alongside management as required

Secondary Responsibilities
        
o    Provides on-call coverage for telecomm as required
o    Assist with new projects and technology implementation as required
o    Support management in achieving unified communications vision.

Qualifications

o    3-5 years recent relevant experience in Information Technology, Telecommunications, application management and support, education/training and customer service
o    Knowledge of Pbx systems, Call center solutions, PRI’s, T1, SIP’s, QoS and related protocols.
o    Knowledge of LAN, VLAN, WAN networks and VOIP, DHCP required.
o    Proficient in the use of M365 and Microsoft Office suite
o    Demonstrate strong knowledge of operating systems, network protocols and security. 
o    Analytical and quick problem solving abilities.
o    Self-directed with personal motivation to work independently and make appropriate decisions.
o    Committed to on-going learning and mastering new technologies 
o    Excellent interpersonal and communication skills with proven ability to demonstrate tact and diplomacy with diverse groups of stakeholders. 
o    Effective listening, training and coaching skills. 
o    Flexible and adaptable, able to manage multiple tasks in a fast paced environment.
o    Demonstrated ability to handle confidential data
o    All employees of Michael Garron Hospital (MGH), a division of Toronto East Health Network (TEHN) [formerly Toronto East General Hospital (TEGH)] agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario.
o    All employees of MGH are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patient and staff safety policies and procedures set by MGH.
o    All employees are accountable for protecting the psychological health and safety of themselves and their co-workers through adherence to MGH's policies and practices.
 

-Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption pursuant to the Ontario Human Rights Code.