As a member of the IT Services, you will be part of the team that maintains and supports the UChicago telecommunication environment, including the Cisco Call Manager (UCCM) and the Cisco Call Center (UCCX). UChicagoâ™s enterprise voice service covers the University campus and remote locations, as well as the UChicago Medical Center, which is a 24/7 operation. Collaborate with other voice engineers, voice and network colleagues, vendors, and stake holders on projects and initiatives to design, document, and implement new voice services and enhancements to existing services; provide assistance in the preparation of technology and/or network services for installation; design and complete test plans; report on test results; and resolve issues related to final installation.
1) Provide Tier 3 support for trouble-tickets relating to voice services; take the lead on tracking down issues and offering solutions, while providing high-quality customer service throughout the process.Â 2) Perform daily maintenance routines and test procedures to ensure systems and services are operating as desired with minimal downtime or impact to business. 3)Â Work independently and with voice managers in the documentation, communication, and follow-through with customers, colleagues, management, campus IT partners, and vendors.Â 4)Â Attend product, technology, and vendor workshop; review professional publications, and attend approved training to further career as necessary. Â
1) ITIL â“ knowledge of ITIL methodology, incident and request management processes. 2)Â Applications â“ install and troubleshoot applications such as Cisco Presence, Jabber, Prime Collaboration, RTMT, VMWare, and other enterprise voice applications. 3)Â Tech Savvy â“ evaluates and adopts appropriate innovations in digital and technology applications and services.Â 4)Â Manages complexity â“ makes sense of complex, high quantity and sometimes contradictory information to effectively solve problems. 5)Â Customer service orientation â” good at developing strong partnerships and delivering customer-centric solutions, demonstrates interpersonal savvy. 6)Â Collaborative â“ initiates, builds, and maintains effective working relationships at all levels of the organization and community. 7) Detail oriented â” pays a close attention to detail. 8)Â Works well under pressure and maintains a positive attitude while managing competing priorities in a complex environment. 9)Â Time management â“ skilled in task prioritization and management; able to self-manage and work independently.Â 10)Â Instills Trust â“ gains the trust of others through transparency, integrity, and authenticity, explaining why decisions are made, clarifying expectations. 11)Â Values differences â“ recognizes the value that different perspectives bring to an organization, demonstrates respect others, encourages open dialogue, champions diversity and inclusion. 12)Â Communicates effectively â“ demonstrates effective communication skills in a range of communication modes and settings; provides transparency into processes and communications.Â
1) Standard office environment.
2) Outdoor exposure to weather.
3) Operate vehicles/drive motorized equipment.
4) On-call responsibilities.
5) Flexible business hours.
1) Sit for short or extended time periods.
2) Stand for short or extended time periods.
3) Bend, crouch, or stoop.
4) Extensively use computer.
5) Make repetitive wrist, hand, or finger movements.
6) See, including color, depth perception, or clarity.
7) Hear, including making fine discrimination in sound.
8) Carry/lifts loads of up to 25 lbs.
1) Bachelorâ™s degree in telecommunications, engineering, or related field.
1) Minimum five years of experience working with two or more of the following: Cisco Unified Communications Call Manager, Cisco Unity Connection, and Cisco Unified Contact Center Express. 2) Minimum two yearsâ™ experience working with carrier circuits, such as PRI/T1 and Centrex. 3)Â Experience working with SIP trunking.
Licenses or Certifications
1) Cisco CCNP: Â Voice Training or Certification.
2) Cover Letter
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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