Principal Telecommunications Specialist #1336 - Telecommunications - Finance Division

Hamilton County Mayor's Office; Chattanooga (TN); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

Hamilton County Mayor's Office seeks a senior-level telecommunications technician to install, program, and maintain county-wide systems under general supervision.

Responsibilities include configuring Cisco Call Manager, Unity, and UCCX, supporting end users, documenting procedures, and coordinating with vendors; on-site work with occasional on-call duties.

Qualifications

• The equivalent of a high school diploma plus six (6) years of Telecommunications programming, support, and customer service experience with a computer-based training certification specific to area of assignment.
• Must possess two (2) years of project management experience or two (2) years as a Senior Telecommunications Specialist with Hamilton County.
• Must possess a valid driver's license.

Responsabilités

• Responds to requests for telephone repair and service; prepares service orders; schedules moves, adds or change orders; prepares invoices and tracks billing.
• Assists in installations with new and upgraded telephone systems, cabling, and equipment; trains end users and administrators; maintains procedures and manuals.
• Cisco Call Manager – Configure phones and profiles for devices.
• Cisco Unity Connection – Create voicemail boxes and reset passcodes.
• Cisco UCCX – Create and maintain Call Center groups; coordinate adds/moves/changes.
• Webex – Support Webex users and connectivity.
• Audios/Visual – Provide user support and manage service contracts.

Connaissances

Scheduling

Telecom install

Invoicing/billing

Inventory management

Communication

Customer service

Relationship building

Formation

High school diploma + 6 years telecom experience

Outils

Cisco Call Manager

Cisco Unity Connection

Cisco UCCX

Webex

Audiovisual systems

Description du poste

THIS IS A DEPARMENTAL PROMOTIONAL OPPORTUNITY. ONLY CURRENT EMPLOYEES OF THE HAMILTON COUNTY TELECOMMUNICATIONS DEPARTMENT WILL BE CONSIDERED FOR THIS POSITION.

Under general supervision, provides senior level technical telecommunications installation, programming and maintenance for Hamilton County departments.

Description

THIS IS A DEPARMENTAL PROMOTIONAL OPPORTUNITY. ONLY CURRENT EMPLOYEES OF THE HAMILTON COUNTY TELECOMMUNICATIONS DEPARTMENT WILL BE CONSIDERED FOR THIS POSITION. Under general supervision, provides senior level technical telecommunications installation, programming and maintenance for Hamilton County departments.

ESSENTIAL FUNCTIONS

(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, physical requirements, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

Tasks

• Responds to requests for telephone repair and service; prepares service orders; handles problems if possible or schedules and dispatches technicians; schedules moves, adds or change orders; prepares invoices for materials used for installation; inventories materials used, received in, or repaired.
• Receives reports, bills, and communications from vendors to process billing information; reviews completed orders to verify accuracy; tracks and maintains all records and balances bills for each system; requests reports from data processing, corrects any errors with the information, requests, reviews and distributes bills to respective departments; responds to billing inquiries; receives trouble calls, requests for additions, changes, deletions to telephones county wide.
• Assists in installations with new and upgraded telephone systems, cabling, and equipment; trains and provides ongoing support to end users and systems administrators on new installations; writes, reviews, and maintains procedures and procedures manuals, vendors list, phone number lists and tracking lists; orders supplies, equipment or materials for projects; orders and maintains all records for cellular phones; performs other related duties as assigned.
• Cisco Call Manager – Configure phones as requested by departments; add/update existing phones and phone numbers; create profiles for all devices including Cisco phones, Cisco Jabber, and Cisco Jabber Mobile.
• Cisco Unity Connection – Create voicemail boxes for new employees; reset passcodes as requested by users.
• Cisco UCCX – Create and maintain Call Center groups. Modify open and closing schedules when needed. Provide remote support for Call Center Agents and resolve issues. Coordinate adds, moves, and changes with carrier in person and through web portal.
• Cellular/Wireless - Maintain all documentation for devices including phones and pads; responds to request from all departments, Hamilton County Courts, and Elected Officials to purchase new devices; assist all users with questions and troubleshooting needs; transfer data from old device to new device; assign asset tags; keep an up to date knowledge of wireless contract; process surplus devices. Provide remote support for users and resolve issues.
• Webex - Downloading Webex app to devices; support Webex users, resolve connectivity issues.
• Audiovisual – Provide user support for all systems, resolve issues, and perform local and remote live streaming. Coordinate service calls with vendor. Manage projects and maintain service contracts.

Knowledge, Skills, Abilities, And Other Characteristics

Knowledge

• Knowledge of federal, state and county laws, rules, regulations, policies and procedures related to the installation and billing for telecommunications services.
• Knowledge of computer hardware, software and peripherals.
• Knowledge of telecommunications systems database programming methods and practices.
• Knowledge of accounting practices and procedures.
• Knowledge of customer service/public relations practices and procedures.
• Knowledge of data processing, entry and programming processes.
• Knowledge of instructional methods, practices and procedures.
• Knowledge of telecommunication installation methods and procedures.
• Knowledge of audiovisual systems and associated components.
• Knowledge of live streaming.
• Knowledge of project management.

Skill

• Skill scheduling work orders.
• Skill safely programming and installing telecommunication equipment.
• Skill accurately invoicing and billing for telecommunications services.
• Skill ordering and maintaining inventory.
• Skill utilizing verbal and written communication in the development of procedure manuals, training presentations, and problem-solving instructions.
• Skill utilizing customer service techniques in responding to inquiries and complaints.
• Skill establishing and maintaining effective working relationships.

Minimum Qualifications

The equivalent of a high school diploma plus six (6) years of Telecommunications programming, support, and customer service experience with a computer-based training certification specific to area of assignment. Must possess two (2) years of project management experience or two (2) years as a Senior Telecommunications Specialist with Hamilton County. Must possess a valid driver's license.

Additional Requirements

Must be available for on-call duty as assigned. Prior to operating a County-owned vehicle, all employees are required to complete the HC Defensive Driving course and/or an Emergency Vehicle Operations Course (EVOC) provided at the department level.

Physical Requirements

Work requires receiving and providing telecommunication requests and information from customers in a fast pace environment including extensive computer data entry and processing; bending, stooping, crawling, and carrying of equipment and supplies weighing up to twenty-five (25) pounds during the installation of telecommunication equipment. On call duty on a rotating basis is required.

Additional Information

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Any overtime hours offered in this position are not guaranteed, are an estimate, and are subject to change. All positions within Hamilton County Government are considered work in-person and require regular and punctual attendance. All positions within Hamilton County Government may require work on Holidays or weekends. Additionally, irregular hours and shift work may be required, including possible extension of shift hours, at times with short notice.

AN EQUAL OPPORTUNITY EMPLOYER

Hamilton County does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services. A copy of Hamilton County's Equal Employment Opportunity Plan (EEOP) & Utilization Report is available on the County’s Equal Employment Opportunity (EEO) Office home page.

https://www.hamiltontn.gov/Department_EqualEmploymentOpportunityOffice.aspx