Voice/Telephone Systems Engineer - IS Communications ...

The Voice/Telephone Systems Engineer - IS Communications Specialist II provides technical and analytical support to the County of San Mateo's Information Services Department. Responsibilities include: Coordinating the development and implementation of standards and procedures. Designing and evolving telecommunications systems. Collaborating with vendors, including AT&T and various service providers. Working directly with clients to design telephone systems and functions that meet their needs. Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below. This position reports to the Telephone Services Supervisor. The ideal candidate must possess up-to-date working knowledge of wiring and PBX standards, with significant experience in Avaya products, including: Power and grounding. Voice transport on analog, digital, and VoIP protocols with a concentration on SIP. A willingness to work flexible hours and overtime. The Ideal Candidate Will Have: Experience with VoIP/SIP telephony systems. Avaya support certifications (ACSS). Familiarity with VoIP operations, VoIP system architecture, SIP protocol and QoS. Networking and IP Security (firewall) experience. Technical expertise in VoIP associated components such as Session Border Controllers, SIP deskphones and softphones as well as 3rd party IVR, CDR and MOH equipment and products. Five years of experience as an IT Network & Telecoms professional supporting 24/7 enterprise-critical systems. Class Characteristics IS Communications Specialist II: This journey-level classification involves maintaining and troubleshooting infrastructure, systems, and equipment. Employees in this role receive occasional instruction or assistance for new or unusual situations and are fully aware of work unit procedures and policies. This classification is distinguished from the IS Communications Specialist III role by the complexity and scale of systems supported and the level of discretion exercised over problems and solutions. Customize, construct, install, and overhaul VoIP and PBX equipment and programs. Recommend routing strategies. Utilize VoIP, VoIP over WAN, SIP, and IVR systems to optimize full system functionality. Perform telecom moves, adds, changes, and deploy new hardware/software. Deploy VoIP projects and support mobility options, including soft-phone. Write and maintain operations Standard Operating Procedures (SOP). Monitor and support telephony environments daily. Design and implement system infrastructure and solutions. Diagnose and resolve hardware, software, and operational problems; train users as necessary. Develop and enforce policies and procedures for telecommunications and network administration. Lead projects, including gathering user requirements, coordinating with vendors, and developing technical documentation. 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: Education: Completion of coursework and/or training in information systems, computer science, or related field. Experience: IS Communications Specialist II: Two (2) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to radio communications, telecommunications, or network. Licenses and Certifications: Some positions may require possession of, or ability to obtain, a valid California Driver's License. Knowledge of: Principles and practices used in the operations, maintenance, repair, and administration of assigned systems and equipment. Techniques and methods of system implementation and monitoring. Troubleshooting and installation techniques. Principles and procedures of record keeping. Customer service and telephone techniques. 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. Skill/Ability to: Perform basic technical support functions for assigned systems; troubleshoot problems and take appropriate action or escalate to appropriate staff as needed. Identify, troubleshoot, and resolve basic system problems and perform minor repairs. Setup equipment and install and configure software. Deal tactfully with customers and staff in providing information, answering questions, and providing customer service. Respond to and effectively prioritize a high volume of phone calls and other requests for service. Learn and understand the organization, operation, and functions of the department as necessary to assume assigned responsibilities. Learn, interpret, and apply applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility. Organize, maintain, and update records systems. Operate modern office equipment including computer equipment and specialized software applications programs. Use English effectively to communicate in person, over the telephone, and in writing. Use tact and prudence within general policy, procedural, and legal guidelines. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. Additional Qualifications at the IS Communications Specialist II Level: Knowledge of: Advanced system infrastructure configuration methods and techniques. Techniques and methods of system evaluation, implementation, and documentation. Troubleshooting, configuration, and installation techniques. 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. Ability to: Perform a variety of technical support functions in the installation, configuration, maintenance, and repair of assigned systems; take appropriate action to resolve problems or escalate to appropriate staff as needed. Identify and repair equipment, hardware, and software problems. Train staff on system and equipment usage. 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 own work, set priorities, and meet critical time deadlines. Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines. 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 or radio. 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. Environmental Elements Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing telecommunications, communications, and network equipment and systems support. Open and 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, or extra-help/term position prior to the final filing date will receive five points added to their final passing score on this examination. A supplemental application form must be submitted in addition to our regular employment application form. Resume or CV will not be accepted as a substitute for the required employment application and supplemental questionnaire. The examination process will consist of an application screening (pass/fail) based on the candidates' 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. All 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 to apply. TENTATIVE RECRUITMENT SCHEDULE Application Deadline: Monday, January 27, 2025 at 11:59 p.m. PST Application Screening: Tuesday, January 28, 2025 Combined Panel Interviews: Wednesday, February 12, 2025 About the County 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, as an employer, is committed to advancing equity 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. HR Contact: Arlene Cahill (IS Communications Specialist II - V281) #J-18808-Ljbffr

Created: 2025-01-11