Job Description

Telecom Management Unit Position

The Telecom Management unit is responsible for telecom infrastructure and services to 7000 users across all 37 locations. These services include the management and support of Telephone lines, Phone instruments, Data circuits, Interactive Voice Response Systems, Video Teleconferencing, and Voice over IP (VoIP) phone system, Voicemail, Instant Messaging and Public Announcement Systems.

Candidate specific duties will include:

• Provide Telecom Support, telephone repairs, moves, adds, and changes at various field offices including 2 Secure Detention Center facilities.
• Interface with Telecom vendors to resolve issues and system upgrades.
• Perform site surveys and participate in walk throughs to diagnose problems for moves, adds, changes, repairs, and telecom solutions.
• 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 of Telecommunications provisioning software and Cisco Hosted Collaboration Solution (HCS) to administer moves, adds and changes on Client end users Centrex phones, VoIP phones and Voice Mail Systems.
• Use videoconference (VTC) infrastructure to connect multiple parties to video conferences and assist with the installation and troubleshooting of endpoints.
• Design and maintain the MDF, IDF, cable infrastructures at all locations.
• Install, terminate, and test cabling of moderate distance.
• Coordinate & implement backbone cabling where necessary. Oversee cabling work performed by the vendors.
• Use Telecom Inventory Management System to keep up to date inventory on voice and data lines, phone instruments assigned to locations/users.
• Utilize Service Desk software to create problem tickets, manage assigned workload and update assigned problem tickets with detailed resolution.
• Conduct end user technical training or provide instructions as needed on Telecommunications instruments, VoIP, videoconferencing, and peripherals.
• Required to work at any location within the five boroughs of NYC to support 24x7 operations.
• Required to work in 2 secure detention center facilities in Brooklyn and Bronx

Vendor Qualifications:

• Preferably 5 years of hands-on experience as Telecom Engineer managing telecom services.
• Working knowledge of Microsoft Windows 10, Office 365/Exchange online, Browsers, MS Visio, and Project.
• Experience with Telecommunication Enterprise Direct, Telecommunication CMAC, VMM, Interactive Voice Response Systems, Cisco Hosted Collaboration Solution (HCS).
• Working experience in recognizing and resolving Telecom (hardware, software, application) problems.
• Must have good verbal and written communication skills, problem solving skills, customer service and interpersonal skills.
• Ability to multitask and perform in a high-paced/high pressure environment.
• Ability to work independently or within a group to resolve an issue.
• Ability to communicate with different levels of the organization.
• Strong team player with service-oriented attitude and customer focus.
• Ability to provide effective and efficient real-time support for a variety of Telecom issues, and users proven experience with solving telecom related issues via the phone.
• Ability to work in small IDF closets.
• Must be able to lift and move equipment weighing up to 50lbs.

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