Network Engineer II (Voice)

The Department of Information Technology (IT) plays a key role in driving customer-focused innovation initiatives. Most processes in the organization are dependent on technology to function. As a result, there is a continual need for technology solutions that meet business function and organizational needs, while balancing security and support requirements. Collectively, the 95 IT staff members work together to provide essential services and technical support to all City staff and business functions. We partner with our customers to identify and implement innovative systems which improve processes, expand data analysis capabilities, and simplify citizen support.

The department is comprised of three technical bureaus which are Business Enablement, Customer Success and Productivity, and Technology Infrastructure and Cybersecurity. The three Technology Managers work together with the Chief Information Officer, the Assistant Director, the Chief Information Security Officer, and the Administrative Manager to set technology policy direction for the enterprise while maintaining a supportive, respectful, and inclusive culture in the department.

The City of Norfolk's Department of Information Technology is seeking a Network Engineer II (Voice). This technician will provide daily support, troubleshooting and problem resolution for the City of Norfolks Avaya Definity Series PBX servers, Avaya PBX hardware and the Avaya Aura Communications software suite. Experience with Linux a plus. This position also provides support and changes to various phone system platforms including Nortel Meridian, Cisco VOIP, and NEC Aspire products. Daily responsibilities include working in a helpdesk environment. The position provides technical support and consultation services for citywide telecommunications technologies. Ability to work with vendors and customers on a daily basis to achieve results. Ability to do hands-on repairs on various telephone systems and related hardware and software applications.

The Network Engineer II (Voice) position is customer centric, as well as technical, and needs to enjoy working with various city departments and staff on a regular basis. The ideal individual will enjoy troubleshooting issues and finding solutions that offer product stability, but also customer satisfaction. Your responsibilities include designing, installing, maintaining, and troubleshooting problems with the City of Norfolk phone systems. The position requires strong analytical, technical, and communication skills.

Department Hiring Salary Range: $71,184.44 - $81,685.78
Essential functions include but are not limited to:

Problem Solving:

• Administering help desk functions, plans, analyzes, develops, implements, documents, tests, and debugs communication systems from requirements and specifications; provides support and research and resolves problems.
• Providing LAN/WAN design to include develop, implement, maintain, and administer voice over IP and standard communication solutions to meet customer needs.
• Evaluating, installing, and supporting voice communication systems and microcomputer hardware and system application software for clients and perform problems analysis and resolution.
• Providing support of communication databases, equipment, and communication networking circuits.
• Must understand and logically troubleshoot voice communications systems from small key systems to large PBX systems and voice over IP networks.
• Must have ability to perform analytical or problem-solving activities.

Administrative Requirements:

• Management of personal workload by prioritizing projects, analyzing situations, monitoring progress, resolving issues, and implementing solutions.
• Determining clients requirements by attending meetings, learning the clients current processes, documenting the communication requirements, and writing and implementing system and program specifications in the telephone network.

Project Management and Support:

• Assists other voice staff in telecommunications network research, design, and problem resolution.

Communication and Customer Service:

• Work requires direct contact with customers, vendors, and subcontractors, with capable communication design and installation abilities.
• Must be able to read and comprehend technical materials and documentation containing telecommunication design and administration.
• Perform other related duties as required.

High School graduate or equivalent; specific vocational, administrative, or technical knowledge obtainable through six months to one year of advanced study or training past the high school level (through either city in-house training or an outside educational institution). Two years of work experience in an Information Technology related field; or an equivalent combination of education and experience.
Preferred Education/Experience:

• Bachelors Degree
• Computer Science, Information Technology or Business Degree preferred

Preferred License(s) and/or Certification(s):

• ACIS (Specialist) Avaya Aura Communication Applications

• ACIS (Specialist) Avaya Aura Core Components

• ACSS (Senior Specialist) Avaya Aura Communication Applications

• ACSS (Senior Specialist) Avaya Aura Core Components

Work Location: 800 E. City Hall Ave., Norfolk, VA 23510 Work Hours: Monday-Friday 8:00AM-5:00PM (40 hours per week).

This position works forty-hours per week to accommodate business hours of 7:00 am to 6:00 pm Monday Friday. 24 hour on-call support is required on a rotating basis, which means evening, night, weekend or holiday hours may be needed. This position is an Alpha position, which requires attendance during emergencies, delayed city openings and special weather events