Telecom Support Engineer

NYC Department of Health and Mental Hygiene; New York (NY); On-site; USD 58,000 - 68,000; Full time

Job summary

An established industry player in public service is seeking a dedicated Telecom Support Engineer to enhance their telecommunications infrastructure. In this role, you will be responsible for providing top-notch telecom support, managing telephone systems, and ensuring seamless communication services for a large user base. Your expertise will help facilitate efficient operations across multiple locations, contributing to the well-being of children and families in the community. If you are passionate about technology and want to make a difference in public service, this is an exciting opportunity to join a dynamic team committed to excellence.

Benefits

Health Insurance

Pension Plan

Paid Time Off

Professional Development

Flexible Work Hours

Qualifications

• 5+ years of hands-on experience managing telecom services.
• Strong knowledge in telecommunications technology and support.

Responsibilities

• Provide telecom support and repairs at various ACS field offices.
• Interface with vendors and NYC OTI for system upgrades.

Skills

Telecom Support

Telecommunications Technology

Analytical Skills

Problem Solving

Customer Support

Education

Baccalaureate Degree in Telecommunications

Associate Degree in Telecommunications

High School Diploma

Tools

Microsoft Windows 10

Office 365

MS Visio

Cisco Hosted Collaboration Solution

Interactive Voice Response Systems

Job description

THE SELECTED CANDIDATE WILL BE OFFERED A SALARY BETWEEN $58,000.00-$68,000.00

THIS POSITION IS ONLY OPEN TO CANDIDATES WHO ARE PERMANENT (NOT PROVISIONAL) IN THE CIVIL SERVICE TITLE LISTED ABOVE.

The Administration for Children’s Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community.

The New York City Administration for Children’s Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services, and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies. The Telecom Management unit is responsible for telecom infrastructure and providing services to 7000+ ACS users across all 38 locations. These services include the management and support of Telephone lines, Phone instruments, Data circuits, Interactive Voice Response Systems, Auto Attendants, Call Centers, Video Teleconferencing, and Voice over IP (VoIP) phone system, Voicemail, Instant Messaging and Public Announcement Systems. This position will be assigned at 2501 Grand Concourse, Bronx on a five-day work schedule Mon-Fri from 9 am – 5 pm.

The Telecom Support Engineer will be responsible for performing the following duties but not limited to:

1. Provide Telecom Support, telephone repairs, moves, adds and changes at various ACS field offices including three (3) 24x7x365 sites Children’s Center and 2 Secure Detention Center facilities.
2. Interface with Telecommunication vendors to resolve issues and for system upgrades.
3. Interface with NYC OTI for implementation of Cyber Security patches and updates.
4. Perform site surveys and participate in walk throughs to diagnose problems.
5. Perform required tasks for conversion of Centrex phone system to VoIP i.e. stations reviews, placement of instruments, interact with system integrator, testing and training.
6. Manage data circuits (WAN, Internet, PRIs) interface with carriers, network team for the installation of new circuits and troubleshooting of existing circuits.
7. Use videoconference (VTC) infrastructure to connect multiple parties to video conferences and assist with the installation and troubleshooting of endpoints.
8. Coordinate and liaise with ACS staff and Tech support technicians to ensure all video conferencing A/V setup requirements are met.

ADDITIONAL INFORMATION

Section 424-A of the New York Social Services Law requires an authorized agency to inquire whether a candidate for employment with child-caring responsibilities has been the subject of a child abuse and maltreatment report.

TO APPLY

Please go to www.cityjobs.nyc.gov or www.nyc.gov/ess for current NYC employees and search for Job ID #703015. No phone calls, faxes or personal inquiries permitted. Note: Only candidates under consideration will be contacted.

Minimum Qualifications

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service) telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems, and one year of satisfactory full-time experience in the performance of analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications or closely-related electronics planning, electronics management, and/or electronics service environment; or

2. An associate degree from an accredited college including or supplemented by 12 semester credits in voice telecommunications (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems and two years of experience as described in "1" above; or

3. A four-year high school diploma or its educational equivalent and three years of experience as described in "1" above; or

4. A satisfactory combination of education and/or experience equivalent to "1", "2" or "3" above. A college education may be substituted for experience on the basis of six months of experience as described in "1" above for each 30 semester credits of undergraduate college education including or supplemented by 6 semester credits in voice telecommunication (telephone, radio, microwave, fiber optic and cellular service), telecommunications technology, electronics, physics, and/or planning and analysis of electronic systems for a maximum of two years credit. However, all candidates must have at least a four year high school diploma or its educational equivalent and one year of the experience as described in "1" above.

Special Note - Additional Requirements for Assignment Level IV

To be eligible for placement in Assignment Level IV individuals must have, after meeting the minimum requirements, at least two additional years of full-time experience as follows: (1) As a Telecommunications Associate (Voice)-Assignment Level I, II, and III working for the City of New York; or (2) Performing analytical, planning, operational, technical, and/or administrative duties in a voice telecommunications, electronics planning, electronics management, and/or electronics service environment, one year of which must have been specialized work in a consultative or supervisory capacity.

Preferred Skills

The preferred candidate should possess:

• Preferably 5 years of hands-on experience as a Telecom Engineer managing telecom services.
• Working knowledge of Microsoft Windows 10, Office 365/Exchange online, Browsers, MS Visio, and Project.
• Experience with Verizon Enterprise Direct, Verizon CMAC, VMM, Interactive Voice Response Systems, Cisco Hosted Collaboration Solution (HCS).
• Experience recognizing and resolving Telecom (hardware, software, application) problems.
• Ability to provide effective and efficient real-time support for a variety of Telecom issues, and users proven experience with solving telecom related issues via the phone.
• Ability to work in small IDF closets.
• Able to lift and move equipment weighing up to 50lbs.

55a Program

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

Public Service Loan Forgiveness

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

Residency Requirement

New York City residency is generally required within 90 days of appointment. However, City Employees in certain titles who have worked for the City for 2 continuous years may also be eligible to reside in Nassau, Suffolk, Putnam, Westchester, Rockland, or Orange County. To determine if the residency requirement applies to you, please discuss with the agency representative at the time of interview.

Additional Information

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.