Telephony Administrator

Salary : $63,485.76 Annually
Location : Georgia 31701, GA
Job Type: Full-Time
Job Number: 24-03-010
Department: Technology and Communications
Opening Date: 03/13/2024
Closing Date: 3/27/2024 11:59 PM Eastern
The Position
The purpose of this classification is to perform technical work in administering and maintaining all City, County, and Telecom Enterprise telephony and networking related hardware, software, and communication systems; including installing, operating, and maintaining systems hardware, software and related infrastructure. The Telephony Administrator is responsible for planning, implementing, maintaining, and the day to day operations of the telephony systems and infrastructure that supports the telephony systems.
Duties
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Manages and configures multiple telephony servers, computers and peripherals; ensures proper integration of voice services and components with existing computer, network and communications systems; ensures telephony infrastructure is operational and functional; monitors telephony and network resources and performs routine audits; evaluates system performance issues; applies system updates, patches and changes; manages and provisions phones, configures switches, routers, and firewalls; make hardware and software recommendations and installs equipment; develops and documents network processes, policies, and procedures.
Performs system administration for City, County, and Telecom Enterprise computer systems; performs backups and monitors event logs; analyzes event logs and identifies potential problems; checks and maintains connectivity; upgrades servers; adds/deletes computers, servers, network and telephony equipment to/from networks and domains; manages user accounts and passwords; monitors network settings, network software, and drivers; makes recommendations regarding equipment status and condition of the network and telephony systems.
Produces and maintains accurate documentation on all telephony equipment, accounts, infrastructure, and systems.
Participates in and complies with the change management process.
Tracks all work and requests in the departmental ticketing system.
Maintains security of telephony, network, and computer systems; assigns IP addresses to devices connected to the network; performs routine security audits of the telephony systems, network, and firewalls; develops solutions for security breaches; configures authentication, authorization and directory services.
Plans, recommends, and assists in the design of telecommunications systems; researches and recommends telecommunications equipment; coordinates the ordering and installation of telecommunications systems and equipment; researches, analyzes, troubleshoots and resolves telecommunications-related problems; develops and implements telecommunications operational procedures; creates and/or modifies voicemail and call features; installs telecommunications equipment; provides end-user support for telecommunications-related technology; maintains inventory of related equipment.
Supports development and implementation of new technology; researches and evaluates new systems, software, and technology issues; develops technology solutions; advises departments on technology business strategies; evaluates departmental information systems and communications requests; works with vendors to implement new, and upgrade existing, technology; maintains licenses and maintenance agreements of all network technology. Provides technical support and training to system users regarding the operation of networks, procedures, connectivity, and related issues; troubleshoots and resolves end-user problems; provides information and direction; escalates problem to vendors or other personnel as appropriate; ensures continual operations of customers' network applications; utilizes diagnostic tools and other resources as appropriate.
Ensures compliance with all applicable laws, rules, regulations, standards, policies, and procedures:; ensures adherence to established safety procedures; monitors work environment and use of safety equipment to ensure safety of employees and other individuals; initiates any actions necessary to correct deviations or violations.; processes a variety of documentation associated with departmental operations, per established procedures, and within designated timeframes; distributes documentation and maintains records.
Prepares or completes various forms, reports, correspondence, uptime reports, network capability report, and other related documents.
Receives various forms, reports, correspondence, work order tickets, network device listing reports, traffic and throughput reports, device end-of-life reports, network/server performance reports, network security monitoring reports, timesheets, policies, procedures, manuals, reference materials, and other documentation; reviews, completes, processes, forwards, and retains as appropriate.
Communicates with supervisor, City, County, and Telecom Enterprise employees, applicants, consultants, vendors, the public, outside agencies, and other individuals as needed to obtain information, coordinate activities, review status of work, exchange information, resolve problems, or give/receive advice/direction.
Operates a personal computer, general office equipment, or other equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software.
Maintains a comprehensive, current knowledge and awareness of applicable laws, regulations, policies, and procedures; maintains an awareness of new trends and advances in the profession; reads professional literature; attends meetings, workshops, and training sessions as appropriate.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Minimum Qualifications
Education and/or Experience
Associate degree or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills
To perform this job successfully, an individual should have knowledge of Telephony, Metaswitch, Avaya, Windows 7, Windows 10, Microsoft Office, Windows Server, Alcatel Lucent/Nokia, VoIP, SIP, IPv4 & IPv6
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Certificates, Licenses, Registrations
CompTIA A+, Network+, CCNA, CCNP, ITIL Foundations, Metaswitch, or Avaya Certifications
Core Competencies & ADA Compliance
To perform the job successfully, an individual should demonstrate the following competencies:

• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Managing Customer Focus - Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.
• Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
• Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts the success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Team Leadership - Fosters team cooperation; supports group problem solving; ensures progress toward goals.
• Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
• Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
• Managing People - Makes self-available to staff; solicits and applies customer feedback (internal and external); improves processes, products, and services.
• Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
• Visionary Leadership - Displays passion and optimism; inspires respect and trust.
• Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; develops and implements cost-saving measures; conserves organizational resources.
• Diversity - Shows respect and sensitivity for cultural differences.
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands the organization's strengths & weaknesses; adapts strategy to changing conditions.
• Personal Appearance - Dresses appropriately for the position; keeps self well groomed.
• Achievement Focus - Demonstrates persistence and overcomes obstacles; measures self against standard of excellence.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on...