Job Information
San Mateo County, CA Voice/Telephone Systems Engineer (Open and Promotional) in United States
Voice/Telephone Systems Engineer (Open and Promotional)
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Voice/Telephone Systems Engineer (Open and Promotional)
Salary
$10,516.13 - $13,143.87 Monthly
Location
County of San Mateo, CA
Job Type
Regular
Job Number
V282F
Department
Information Services Department
Opening Date
08/22/2024
Closing Date
9/19/2024 11:59 PM Pacific
Description
Benefits
Questions
Description
Note: The job announcement was amended on September 4, 2024 to extend the recruitment to close on Thursday, September 19, 2024 at 11:59 p.m. PST.
The Voice/Telephone Systems Engineer provides technical and analytical support to the County of San Mateo’s Information Services Department. Duties include leading the development and implementation of standards and procedures, design and evolution; working with vendors, including AT&T and various service providers; and sitting down with a client to design an appropriate telephone system that meets the clients' needs.
This position reports to the Telephone Services Supervisor. The candidate must possess comprehensive working knowledge of current wiring and PBX standards, be particularly well experienced with Avaya products including: Power and grounding, voice transport on analog, digital and IP mediums, and be willing to work flexible hours and overtime.
The ideal candidate will have:
VoIP/IP telephony systems experience.
Avaya certifications.
Familiarity with TCP/IP, SIP and QoS.
Networking experience.
Work experience with Microsoft Active Directory Services.
Working technical knowledge of boarder control session devices, call handler devices and handsets.
Five years of experience as an IT Telecoms – Journey in an enterprise organization supporting 24x7 critical systems.
Examples Of Duties
Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the functions of the job.
Support the customization, construction, installation and overhauling of VoIP and PBX equipment and programs.
Understand and recommend routing strategies.
Use VoIP, VoIP over WAN, SIP and IVR systems and service to optimize up time.
Support telecom moves, adds, changes and deploy new hardware and software.
Support VoIP project deployment.
Writes and or maintains operations Standard Operating Procedures (SOP).
Support mobility options including soft-phone and phone proxy.
Provide daily support and monitoring of telephony environments.
Defines, assists in design, and implements system infrastructure and solutions.
Evaluates and effectively responds to requests for assistance from users experiencing problems with telecommunications, radio, and network systems in person, over the phone, or remotely; diagnoses system hardware, software, and operational problems; trains users on software and hardware usage by providing instruction and documentation in person, on the phone, or electronically.
Implements, maintains, and enforces policies and procedures for telecommunications, communications, and network administration.
Responds to inquiries from other departmental staff and documents and communicates problem resolutions.
Researches and provides recommendations or with approval, purchases tools, supplies, and repair parts from a variety of sources.
Troubleshoot complex technical issues involving multiple technologies platforms (Telecom, Network, Windows Clients, Active Directory).
Provides training to users and other technical staff and advises on best practices.
Serve as technical lead for assigned projects, including gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.
Provides updates, status, and completion information to staff and/or users via voicemail, email, or in-person communication.
Performs related duties as assigned.
Qualifications
Knowledge of:
Advanced system infrastructure design, engineering, configuration, installation, and maintenance methods and techniques.
Advanced techniques and methods of system evaluation, implementation, and documentation.
Advanced troubleshooting, configuration, and installation techniques.
Principles and practices for identifying systems-related issues and actions needed to improve or correct performance.
Principles and practices of project management.
The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
Modern office practices, methods, and computer equipment and applications related to the work.
English usage, spelling, vocabulary, grammar, and punctuation.
Techniques for providing a high level of customer service by effectively dealing with vendors and County staff. Strong hands-on knowledge of SIP, H.323, TCP/IP, and other protocols.
Strong understanding VoIP QoS issues and mitigation strategies.
Strong understanding of Microsoft Windows Client Operating System.
Strong understanding of Avaya integrations with Microsoft Active Directory.
Skill/Ability to:
Perform advanced technical support functions in the design, engineering, installation, configuration, maintenance, and repair of assigned systems; take appropriate action to resolve problems or escalate to appropriate staff as needed.
Identify, maintain, and repair hardware and software problems.
Perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems; design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization.
Collaborate with multiple stakeholders to collect, analyze, and interpret procedures and data; develop sound conclusions, recommendations, and solutions.
Deal tactfully with the customers and colleagues in providing information, answering questions, and providing customer service.
Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
Establish and maintain a variety of filing, record keeping, and tracking systems.
Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
Operate modern office equipment including computer equipment and specialized software applications programs.
Use English effectively to communicate in person, in online meetings, over the telephone, and in writing.
Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: completion of coursework and/or training in information systems, computer science, or related field and four (4) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to the specialty area assigned which includes radio communications, telecommunications, or network.
Licenses and Certifications:
Must possess, or have the ability to obtain, a valid California Driver's License.
Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.
Physical Demands:
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various County sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift and carry materials and objects up to 50 pounds with the use of proper equipment and push and pull materials and objects up to 100 pounds with the use of proper equipment.
Application/Examination
Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, extra-help/limited term positions prior to the final filing date will receive five points added to their final passing score on this examination.
The examination process will consist of an application screening (weight: pass/fail) based on the candidate's application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations, or further evaluation of work experience may be conducted to group applicants by level of qualification. Applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.
IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button. If you are not on the County's website, please go to https://jobs.smcgov.org to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.
TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Wednesday, September 4, 2024 at 11:59 p.m. PST
Screening: Thursday, September 5, 2024
Panel Interview: Tuesday, September 10, 2024
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically and linguistically diverse communities. The County of San Mateo is committed to advancing equity in order to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.
The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.
Analyst: Arlene Cahill (IS Communications Specialist III - V282)
Please visit https://www.smcgov.org/media/100206/download?inline= for a complete listing of all benefits for this classification.
Benefits are offered to eligible employees of the County of San Mateo. All benefits are subject to change.
NOTE: Employees hired on or after January 1, 2013 may be subject to new Pension Reform retirement laws.
As an additional benefit, the County offers extensive training and development programs designed to improve skills and enhance career opportunities. Most programs are offered on County time at no cost to you.
County employees are also covered by the federal Social Security system and earn benefits for retirement based on salary and time worked.
01
IMPORTANT: Applicants for this position are required to submit responses to the supplemental questions below. Your responses will provide detailed information about your background and experience related to this position. This information will weigh heavily in the application screening by the subject matter experts and will also be used in the selection process. Answer the questions completely, paying attention to the multi-parts of the questions. While being thorough and detailed, also be concise. Your strategic use of language as well as neatness, clarity of expression, attention to detail, proper use of grammar and the ability to follow instructions will be considered in the evaluation process. A resume will not be accepted as a substitute for your responses.
I understand this information.
02
Describe your working experience, managing and supporting Enterprise Avaya voice systems? Please include the number of years working with each platform type and your specific role
03
Describe a project or initiative you lead the implementation or upgrade of a telecom technology system? What challenges did you encounter and how did you resolve them?
04
Describe an experience installing, administering or supporting an integrated Avaya systems with other third-party applications (like CRM, contact centers)? What challenges did you face, and how did you overcome them?
Required Question
Agency
County of San Mateo
Address
County of San Mateo Human Resources Department 500 County Center, 4th Floor Redwood City, California, 94063-1663
Phone
(650) 363-4343
Website
https://jobs.smcgov.org
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