Telecom Support Engineer

Telecom Support Engineer

The selected candidate will be offered a salary between $58,000.00 and $68,000.00. It is important that you file for, take, and pass the next examination for the civil service title of Telecommunications Associate (Voice) when it is made available to avoid being "bumped" out of your position when the eligible list for this title is established. The Administration for Children's Services (ACS) protects and promotes the safety and well-being of children and families through child welfare and juvenile justice services and community supports. ACS manages community-based supports and foster care services, and provides subsidized child care vouchers. ACS child protection staff respond to allegations of child maltreatment. In juvenile justice, ACS oversees detention, placement and programs for youth in the community. The New York City Administration for Children's Services of Office of Information Technology (OIT) department has the responsibility to provide high quality, reliable, sustainable technology services, and support to meet the needs of the families and children we serve through ACS and its vendor partners and other city agencies. The Telecom Management unit is responsible for telecom infrastructure and providing services to 7000+ ACS users across all 38 locations. These services include the management and support of telephone lines, phone instruments, data circuits, interactive voice response systems, auto attendants, call centers, video teleconferencing, and voice over IP (VoIP) phone system, voicemail, instant messaging, and public announcement systems. This position will be assigned at 110 William Street, NY on a five-day work schedule Mon-Fri from 9 am – 5 pm. The Telecom Support Engineer will be responsible for performing the following duties but not limited to:

• Provide telecom support, telephone repairs, moves, adds, and changes at various ACS field offices including three (3) 24x7x365 sites Children's Center and 2 Secure Detention Center facilities
• Interface with telecommunication vendors to resolve issues and for system upgrades
• Interface with NYC OTI for implementation of cyber security patches and updates
• Perform site surveys and participate in walk throughs to diagnose problems
• Perform required tasks for conversion of Centrex phone system to VoIP i.e. stations reviews, placement of instruments, interact with system integrator, testing and training
• Manage data circuits (WAN, Internet, PRIs) interface with carriers, network team for the installation of new circuits and troubleshooting of existing circuits
• Use videoconference (VTC) infrastructure to connect multiple parties to video conferences and assist with the installation and troubleshooting of endpoints
• Coordinate and liaise with ACS staff and tech support technicians to ensure all video conferencing A/V setup requirements are met

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.