Telecom Engineer

Summary

PACS Group, Inc. provides technology and administrative support services to post-acute healthcare facilities. The Telecom Engineer will administer, support, and maintain voice and telecommunications services across a multi-site healthcare environment, including VoIP, fax, paging, and related systems. The role also coordinates telecommunications installations, migrations, troubleshooting, compliance, and modernization initiatives.

Responsibilities

• Own and resolve telecommunications service requests, incident escalations, and operational issues involving VoIP phone systems, cloud fax services, analog telephone adapters, overhead paging systems, and related telecommunications platforms
• Configure, deploy, maintain, and troubleshoot telecommunications infrastructure while ensuring service continuity, system reliability, and compliance with established technical, security, and operational standards
• Coordinate installations, service activations, number porting, migrations, facility integrations, and telecommunications upgrades with carriers, vendors, facility personnel, and internal IT teams
• Maintain accurate telecommunications documentation, asset records, configuration data, and dispatchable location information to support emergency-calling requirements, reporting, and compliance obligations
• Provide technical consultation, user training, and operational support to facility administrators, healthcare professionals, engineers, and business stakeholders by translating technical concepts into clear and actionable guidance
• Participate in telecommunications projects and continuous improvement initiatives that enhance service reliability, operational efficiency, user experience, and operational readiness across PACS facilities

Skills

• Three or more years of experience supporting business voice services across multiple locations, including direct ownership of service request and incident queues
• Experience configuring, provisioning, deploying, maintaining, and troubleshooting VoIP phone systems
• Experience supporting cloud fax services, fax analog telephone adapters, overhead paging systems, and telephone number porting
• Experience coordinating with telecommunications carriers and supporting service migrations and transitions
• Demonstrated ability to deliver responsive customer service in a technical support environment
• Experience diagnosing and resolving telecommunications issues using remote management and troubleshooting tools
• Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education, certifications, and directly applicable experience
• Strong understanding of VoIP technologies, telecommunications systems, and supporting network protocols
• Working knowledge of Session Initiation Protocol (SIP), including device registration, call setup, SIP response codes, transport methods (UDP, TCP, TLS), media negotiation, and SIP trace analysis
• Practical understanding of Secure Real-time Transport Protocol (SRTP), T.38 faxing, and fax pass-through technologies
• Strong troubleshooting and problem-solving skills with the ability to remain effective during outages, escalations, and competing priorities
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences
• Strong organizational, prioritization, documentation, and task management capabilities
• Ability to manage multiple service requests, incidents, operational tasks, and project assignments simultaneously
• Customer-focused mindset with an emphasis on service continuity, operational efficiency, and stakeholder support
• Ability to work independently while collaborating effectively with internal teams, vendors, carriers, and facility stakeholders
• Commitment to following established technical, security, compliance, procurement, and operational standards
• Experience administering and supporting RingCentral
• Experience supporting Concord Cloud Fax and NextStep platforms
• Experience managing and troubleshooting Yealink phones
• Experience managing and troubleshooting Grandstream phones and analog telephone adapters, including Grandstream Device Management System (GDMS)
• Experience using ServiceNow, Freshservice, or similar IT service management platforms
• Experience supporting Meraki network environments
• Experience supporting telecommunications services within healthcare, regulated, multi-site, acquisition-oriented, or highly distributed organizations
• Experience supporting facility openings, closures, expansions, acquisitions, migrations, and telecommunications integrations
• ITIL 4 certification or substantial practical experience operating within an ITIL-based service management environment

Qualifications

Must Haves

• Three or more years of experience supporting business voice services across multiple locations, including direct ownership of service request and incident queues
• Experience configuring, provisioning, deploying, maintaining, and troubleshooting VoIP phone systems
• Experience supporting cloud fax services, fax analog telephone adapters, overhead paging systems, and telephone number porting
• Experience coordinating with telecommunications carriers and supporting service migrations and transitions
• Demonstrated ability to deliver responsive customer service in a technical support environment
• Experience diagnosing and resolving telecommunications issues using remote management and troubleshooting tools
• Bachelor's degree in Information Technology, Telecommunications, Computer Science, Engineering, or a related field, or an equivalent combination of education, certifications, and directly applicable experience
• Strong understanding of VoIP technologies, telecommunications systems, and supporting network protocols
• Working knowledge of Session Initiation Protocol (SIP), including device registration, call setup, SIP response codes, transport methods (UDP, TCP, TLS), media negotiation, and SIP trace analysis
• Practical understanding of Secure Real-time Transport Protocol (SRTP), T.38 faxing, and fax pass-through technologies
• Strong troubleshooting and problem-solving skills with the ability to remain effective during outages, escalations, and competing priorities
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical audiences
• Strong organizational, prioritization, documentation, and task management capabilities
• Ability to manage multiple service requests, incidents, operational tasks, and project assignments simultaneously
• Customer-focused mindset with an emphasis on service continuity, operational efficiency, and stakeholder support
• Ability to work independently while collaborating effectively with internal teams, vendors, carriers, and facility stakeholders
• Commitment to following established technical, security, compliance, procurement, and operational standards

Nice to Haves

• Experience administering and supporting RingCentral
• Experience supporting Concord Cloud Fax and NextStep platforms
• Experience managing and troubleshooting Yealink phones
• Experience managing and troubleshooting Grandstream phones and analog telephone adapters, including Grandstream Device Management System (GDMS)
• Experience using ServiceNow, Freshservice, or similar IT service management platforms
• Experience supporting Meraki network environments
• Experience supporting telecommunications services within healthcare, regulated, multi-site, acquisition-oriented, or highly distributed organizations
• Experience supporting facility openings, closures, expansions, acquisitions, migrations, and telecommunications integrations
• ITIL 4 certification or substantial practical experience operating within an ITIL-based service management environment

Benefits

• Medical, dental, and vision plans for employees and their families
• Generous paid time off and holidays
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• 401(k) plan with company contributions
• Employee Assistance Plan (EAP) providing confidential support for personal and professional challenges
• This position may be performed remotely if outside of the Salt Lake area