Senior VoIP Operations Engineer

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. Watch our welcome video to see our work in action, follow us on social media @NYCOfficeofTech, and visit oti.nyc.gov to learn more.

At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology.

The successful candidate will serve as a Senior VoIP Operations Engineer reporting to Unified Communications operations team under Infrastructure Management division. Responsibilities will include:

• Provide Tier 2/3 end-to-end support for voice infrastructure, including Cisco CUCM, Cisco Unity Connection, Cisco UCCX, and SIP gateways.
• Triage and resolve complex, service-impacting issues in a timely manner.
• Initiate and/or escalate service issues to the appropriate vendors when required.
• Debug systems and analyze packet captures.
• Troubleshoot and triage issues caused by networks, firewalls, virtualized infrastructure, and other infrastructure components.
• Work with and support VMware vCenter environments.
• Maintain & enforce best practices & standards; serve as SME to guide & oversee team adherence.
• Collaborate with other teams to complete projects and resolve issues.
• Mentor Tier 1 engineers.
• Support physical phones, Jabber & cloud-integrated WebEx softphones.
• Manage assigned tickets & requests, ensuring issues are handled w/in SLAs.
• Bulk administration of CUCM for add, move and changes
• Support analog gateways and ATAs.
• Perform special projects and initiatives as assigned.

HOURS/SHIFT Day - Due to the necessary technical duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

WORK LOCATION Brooklyn, NY

TO APPLY

• Special Note: Taking and passing civil service exams are necessary to maintain employment with the City of New York. Please check the Department of Citywide Administrative Services (DCAS) website (http://www.nyc.gov/html/dcas/html/work/exam_monthly.shtml) for important exam filing information. Please ensure that you are either a permanent employee in the civil service title listed on this posting, or, that you file for the examination when there is an open filing period. For more information regarding the civil service process, please visit the DCAS website at: http://www.nyc.gov/html/dcas/html/work/work.shtml
• Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

Please go to www.cityjobs.nyc.gov and search for Job ID #775510

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW APPOINTMENTS ARE SUBJECT TO OVERSIGHT APPROVAL

This position is open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate in your cover letter that you would like to be considered for the position under the 55-a program

OTI participates in E-Verify

TELECOMMUNICATIONS MANAGER (NO - 8298A

• A baccalaureate degree from an accredited college including or supplemented by 24 credits in the field of voice and/or data telecommunications or in a pertinent scientific, technical, electronic or related area, and four years of satisfactory fulltime experience in the performance of analytical, planning, operational, technical, or administrative duties in a voice and/or data telecommunications or closely related electronics planning, management, and/or service organization, one year of which must have been in a highly specialized capacity and 18 months must have been in an executive, managerial, or administrative capacity or in the supervision of staff performing work in the voice and/or data telecommunications field; or
• An associate degree from an accredited college including or supplemented by 12 credits in the field of voice and/or data telecommunications or in a pertinent, scientific, technical, electronic or related area and five years of experience as described in "1" above; or
• Education and/or experience equivalent to "1" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and one year of the specialized experience as described in "1" above and must possess the 18 months of executive, managerial, administrative or supervisory experience as described in "1" above.