Job Description

Job Summary
Under general direction, is responsible for the design, installation, configuration, upgrade, maintenance, and evaluation of telecommunication systems. Consults with customers on the viability of using specific telecommunication systems. Researches industry information and identifies telecommunications opportunities that impact business strategy. Helps evaluate vendor solutions. Configures and maintains routers, switches and hubs for the telecommunication network. Ensures Service Level Agreements are met and continue to meet the needs of customers. Provides subject matter expertise support and resolution for customer issues. Ensures capacity planning is performed according to specifications. Helps resolve invoice discrepancy issues. Working conditions are primarily inside an office environment. Exercises direct supervision over assigned staff.

WORK LOCATION:

• 
  638 DAVY CROCKETT ROAD. SAN ANTONIO, TX 78226 (Activity based worker)
• When not in the office, this position is remote

WORK SCHEDULE:

• 7:00 AM - 5:45 PM
• This position has responsibility for a rotation on-call duty to support telephony services after hours.

Essential Job Functions

• Requirements: Consults with customers on the viability of using specific telecommunication systems. Collects, analyzes and documents telecommunications requirements for the enterprise. Checks requirements documentation for accuracy. Determines requirements impact on existing architecture, work processes and systems. Works with impacted areas to ensure proper communication/review of requirements and integration.
• Emerging Technologies: Researches telecommunications industry information and best practices to stay current with telecommunications emerging technologies. Identifies telecommunications opportunities that impact business strategy, business requirements and performance.
• Participates in planning sessions with other IT groups to improve telecommunications processes.
• System Selection: Evaluates vendor solutions to ensure requirements compliance and cost effectiveness. Recommends alternative solutions to the vendor, where appropriate. Assesses any associated risks and options.
• Network Configuration and Maintenance: Configures and maintains routers, switches and hubs for the enterprises' telecommunication network, which involves occasionally lifting and carrying equipment weighing 25 pounds. Plans, updates and validates voice network configurations.
• Performance Monitoring: Ensures Service Level Agreements (SLAs) are met and continue to meet the needs of the business and future requirements.
• Manages SLAs. Works with outside hardware/software vendors to discuss products, pricing, support and troubleshoot problems.
• Upgrades: Coordinates the deployment of new telecommunications components and services with the customer and support teams. Certifies the functionality of telecommunications components and services.
• Help Desk Support: Actively involved with help desk staff to effectively manage telecommunications systems.
• Issue Resolution: Provides subject matter expertise support and resolution for customers experiencing problems with telecommunication networks and applications. Identifies and resolves recurring issues impacting service(s).
• System Recovery: Ensures the control and reliability of all telecommunications, data services, applications, and environments.
• Researches, evaluates, and implements 'best practice' processes.
• Proactively identifies potential problems before they occur.
• Capacity Planning: Ensures capacity planning is performed according to specifications. Develops and implements strategies to identify future
  client and technology bandwidth and capacity needs.
• Invoice Discrepancy Resolution: Reviews all telecommunications invoices and resolves discrepancies.
• Mentoring: Mentors junior staff members.
• Supervision and Performance Evaluation: Supervises assigned staff.
• Conducts staff performance reviews. Guides staff in preparing career development and training plans.
• Performs related duties and fulfills responsibilities as required.

Job Requirements

• Bachelor's degree from an accredited college or university.
• Eight (8) years of related telecommunications and multi-platform environments.
• Or equivalent combination of education and experience.

Preferred Qualifications:

• Webex Contact Center Scripting knowledge
• Cisco IVR knowledge
• Experience managing Security Certificates for Telephony services
• Experience with Cisco Emergency Responder
• Experience with CUBE routers
• Experience troubleshooting online meeting services (Webex, MS Teams and Zoom)

Work Complexity:

• Works on highly complex telecommunications projects as a team lead
• Successful applicant(s) will be recognized as a subject matter expert in telecommunication technology

APPLICANT INFORMATION:

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

Knowledge, Skills, and Abilities

• Knowledge of telecommunications and multi-platform environments.
• Ability to establish and maintain effective working relationships with City staff and the general public.
• Ability to communicate clearly and effectively.
• Ability to perform all the physical requirements of the position, with or without accommodations.

Benefits Information
The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.

For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:
http://www.sanantonio.gov/hr/employee_information/benefits/index.aspNote:

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information
The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.