CHARACTERISTICS OF THE CLASSUnder the general direction of the Manager of Information Technology, carries out all assigned duties. Performs advanced level professional technical work in network and telecommunications troubleshooting. Participates in the analysis of network problems; the development of solutions, network design, as well as other tasks required implementing and maintaining LANs, MANs, WLAN, and Internet. Work is performed with considerable independence. Work assigned is reviewed through observation, entry in to the RemedyForce Service Desk Application, conferences, periodic reports, and for results obtained. Performs other related work as required.
EXAMPLES OF DUTIES
A. ESSENTIAL FUNCTIONS
Help develop and review strategies for network and communications implementations; recommend the infrastructure architecture required to support those strategies.
Act as project lead in the design and review of new network and communications systems, applications, and hardware; conduct capacity planning as needed.
Lead, coordinate and participate in key process improvements as they relate to the network and communications environment.
Collaborate with department leaders to assess and recommend near- and long-term network capacity needs.
Create and maintain documentation as it relates to network configuration, network mapping, processes, and service records.
Develop, implement and maintain policies, procedures, and associated training plans for network administration, usage, and disaster recovery.
Coordinate and collaborate with system administrator, business application, and database administration functions to ensure availability, reliability, and scalability of corporate networks to meet business demands.
Recommend policies, procedures, and technologies to ensure enterprise security.
Recommend Service Strategies for inclusion into the IT Strategic Plan and implement for integrating disparate operating environments.
Conduct research on network products, services, protocols, and standards to remain abreast of developments in the networking industry.
Design and deploy city LANs, WANs, and WLANs including communications servers, routers, hubs, switches, UPSs, and other hardware to support business activities.
Coordinate with system administration, business application, and database administration functions to implement networks to support desktop and server systems that utilize industry best practices to meet corporate objectives.
Interact with carriers, vendors, outsourcers, and contractors to acquire network and telecommunications products and services.
Provides support for network and telecommunications services issues; provide timely response to service desk customer escalations within the applicable SLA.
Performs moves, add, changes, and deletes in network and telephony systems within the service SLA.
Collaborate with help desk to resolve trouble tickets and mitigate end-user issues with network and communications hardware and/or applications.
Provide on-call technical support for end users.
Configure networks and telecommunications systems to ensure their smooth and reliable operation for fulfilling business objectives and processes.
Monitor and test network and telecommunications system performance and troubleshoot problem areas as needed and provide statistics and reports.
Ensure network connectivity of all servers, workstations, telephony equipment, fax machines, and other network appliances.
Ensure continuous network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
Participate in managing all network security solutions.
Perform server and security audits, and system backups and recovery.
Integrate IP telephony systems with enterprise LANs, WANs, wireless LANs, and other Internet-based services and protocols.
Provide technical leadership for implementing new network and communications services, as well as the technical resources required to manage them.
Ensure the installation planning and maintenance of network cabling, including MDF and IDF closets meet industry specifications.
Work with telecommunications carriers to provide the necessary services and troubleshooting support.
Monitor and identify capacity and performance issues for VoIP traffic to ensure continued, uninterrupted operation of telephony systems.
Collaborate with carriers and system administrators to ensure that VoIP traffic does not interfere with or hinder network data traffic.
Conduct testing and development disaster recovery plans to detect faults, minimize
malfunctions, and backup systems.
The Network-Telecommunications Engineer II will perform and oversee responsibilities by following ITIL practices listed below:
Incident Management, Request Fulfillment, Problem Management, Capacity Management, Availability Management, Change Management
Executing the above practices include: (1) becoming proficient (2) complying with the established procedures; (3) achieving performance targets; (4) identifying, recommending, and implementing approved improvements; (5) improving process cycles times, throughput, and reducing costs.
Confers with users and others in the development of new network systems, analyzing and reviewing of systems, and the implementation of network applications.
Documents network configurations; develops and tests procedures necessary to convert to required systems; tests network components.
Works closely with Service Desk and application personnel to learn details of manual procedures and software applications to determine best method to utilize technology to replace or improve business process.
Assists junior staff in problem solving and daily tasks.
Use network and personal computer applications to provide reports, tables, spreadsheets, integrated system solutions, and other solutions in response to user requests.
Acts as liaison between vendors and city staff members.
A. TRAINING AND EXPERIENCE
Associates Degree from a college, university, or vocational school in Computer Science, Math, Business Administration, or a related field, supplemented by three years experience in network and server administration, or a combination of five years of education, network and server administration/configuration or other relevant information technology experience as determined by the Department Director.
Required: Driver’s License, CCNA
Highly Desired: CCNA-Voice
Desired: CCDP, CCNP, CCNP-Voice, ITIL v3 Foundations Certified
B. KNOWLEDGE, SKILLS, AND ABILITIES
Knowledge of operating characteristics, capabilities, and limitations of electronic computer equipment.
Knowledge of network analysis and design procedures and techniques.
Knowledge of research techniques, methods, and procedures.
Knowledge of the Internet.
Ability to present oral and written reports clearly and concisely.
Ability to conduct tests, analyze test results, detect configuration errors, and take proper corrective steps.
Ability to document configurations, special instructions, changes, and write detailed user instructions.
Ability to establish and maintain effective working relationships with management, employees, City officials, and the public.
Ability to communicate with and maintain necessary records required by the Service Desk to ensure end-user satisfaction.
Skill in the application of computer principles to administrative needs.
C. PHYSICAL AND MENTAL REQUIREMENTS
Ability to read and comprehend technical manuals.
Ability to work in heat, cold, around noise, and other undesirable environmental conditions.
Ability to hear and comprehend conversation spoken in various tones of voice at various speeds.
Ability to see, write quickly, speak and comprehend conversation and symbols in English.
Ability to read fine print on computer paper, computer equipment, and see lights on equipment.
Ability to use hands, wrists, and fingers to write and type.
Ability to lift weights not to exceed fifty (50) lbs., and carry for distances not to exceed twenty (20) yards items that may seem awkward.
Ability to bend, stoop, kneel, and squat.
Ability to work regularly scheduled and unscheduled overtime hours.
Ability to work in confined spaces.
Ability to deal tactfully with deadlines, interruptions, and users.
THIS JOB DESCRIPTION IS NOT INTENDED TO BE AND SHOULD NOT BE CONSTRUED AS AN ALL INCLUSIVE LIST OF ALL THE RESPONSIBILITIES, SKILLS OR WORKING CONDITIONS ASSOCIATED WITH THE POSITION. WHILE IT IS INTENDED TO ACCURATELY REFLECT THE POSITION ACTIVITIES AND REQUIREMENTS, MANAGEMENT RESERVES THE RIGHT TO MODIFY, ADD OR REMOVE DUTIES AND ASSIGN OTHER DUTIES AS NECESSARY. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT.
Revision Date - 7/25/2016