IT Infrastructure Engineer (Telephony and Unified Communications)

City of Austin•Austin, TX

3d•$33 - $41•Onsite

About The Position

JOIN THE CITY OF AUSTIN TEAM At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. What Makes the City of Austin Special? Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation. Value and Innovation : Work in an environment where employees are valued and innovation thrives. Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits. Retirement Security : Plan for the future with the City of Austin Employees' Retirement System. Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure. Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support. Career Growth : Advance your skills and expertise with professional development and leadership opportunities. Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration. By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country. Job Description: IT Infrastructure Engineer Purpose: Under direct supervision, this position is responsible for the operations and maintenance of secure and highly available computing platforms, servers, and/or networks. Works closely with others within and outside of the team to develop processes, procedures, and solutions. Implements solutions consistent with the organization’s designed architecture plan and roadmaps. Duties, Functions and Responsibilities: Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. Maintains, monitors, and supports the infrastructure environment and/or facilities. Works on one or more base work initiatives. Follows defined procedures to monitor systems and resolve problems. May support one or more systems or applications of low to medium complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility. May participate in short- term planning efforts and business needs analysis with stakeholders and IT groups. Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes and performs a health check based on checklists. Monitors system-operating capacity in terms of disk space, storage, and CPU utilization and hardware/software activities and resource utilization for capacity planning. Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements. Provides Tier III support and is part of the on-call rotation. Occasional travel may be required. Troubleshoots problems by analyzing root causes and evaluating multiple options. Monitors ticketing queue and responds to service requests or incidents. Develops scripted solutions and automation. Coordinates installation and maintenance work with outside vendors as needed. Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented. Systems Discipline Additional Duties and Responsibilities Installs, configures and maintains virtual and physical server and software components. Collects and maintains tracking and configuration documentation and plans. Administers, creates and updates access permissions for system accounts for enterprise systems. Administers Azure, Active Directory, Microsoft 365 at the enterprise level. Administers SANs. Installs and configures new storage systems. Network Discipline Additional Duties and Responsibilities Installs, configures, and maintains approved telecom/network hardware and software components. Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols. Implements predetermined telecom/network software or hardware changes. Establishes WAN, LAN, device profiles, device environments, directories, and security for networks being installed. Provides support for connectivity or related network/communication issues for the user community. Monitors installed network and telecom equipment.

Requirements

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Knowledge of Open Systems Interconnection model (OSI model).
Knowledge of Directory Services (e.g., Windows Active Directory, Azure AD, LDAP) and Internet Protocols (e.g., DNS, HTTP, SMTP, SSL).
Knowledge of firewall configuration and management.
Knowledge of various network types (e.g., LAN, WAN and WLAN).
Knowledge of defining and implementing integration of hardware in the network, including routers, switches, power systems, and cables.
Knowledge of cloud infrastructure, hybrid cloud models, and platform services.
Knowledge of performing traffic engineering analysis on network facilities.
Knowledge of network services and networks such as TCP/IP, OSPF and EIGRP.
Skill in IoT, hardware and servers, containerization, network security, scripting & coding, automation & orchestration, configuration, firewall and security, network design, and troubleshooting skills.
Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology.
Ability to design, implement and troubleshoot Wi-Fi, and network security infrastructure.
Ability to manage several projects simultaneously from design to implementation.
Ability to recommend solutions for improving the overall network health by assessing overall effectiveness.
Ability to secure systems by establishing and enforcing policies.
Ability to work comfortably in a fast-paced environment.
Ability to adhere to required compliance to all change management policies and procedures.
Ability to adhere to required compliance to all information security policies and procedures.
Two (2) years of education from an accredited college or university in a field related to the job plus two (2) years of related experience.
Experience may substitute for education up to two (2) years.
Valid Texas Driver License depending on assignment.

Nice To Haves

Experience supporting, implementing, operating, managing, monitoring, documenting, and troubleshooting basic collaboration infrastructure: Cisco Call Manager Cisco Unity Cisco Emergency Responder Cisco Instant Messaging and Presence (IM&P) Cisco Unified Contact Center Express (UCCx)
Experience supporting, implementing, operating, managing, monitoring, documenting, and troubleshooting advanced collaboration infrastructure: SIP Trunk Cisco Webex (Webex application and Jabber) Cisco Webex Expressways Audio Recording VoIP/SIP telephones Cisco Voice Gateways
Knowledge of procedures related to regulatory controls, such as North American Electric Reliability (NERC) regulations, Critical Infrastructure Protection (CIP), Occupational Safety and Health Administration (OSHA), Federal Information Security Management Act (FISMA), Sarbanes-Oxley Act (SOX), National Institute of Standards and Technology (NIST), or others.
Experience creating and maintaining documentation.
Ability to travel to more than one work location.

Responsibilities

Maintains, monitors, and supports the infrastructure environment and/or facilities.
Works on one or more base work initiatives.
Follows defined procedures to monitor systems and resolve problems.
May support one or more systems or applications of low to medium complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.
May participate in short- term planning efforts and business needs analysis with stakeholders and IT groups.
Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes and performs a health check based on checklists.
Monitors system-operating capacity in terms of disk space, storage, and CPU utilization and hardware/software activities and resource utilization for capacity planning.
Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements.
Provides Tier III support and is part of the on-call rotation.
Occasional travel may be required.
Troubleshoots problems by analyzing root causes and evaluating multiple options.
Monitors ticketing queue and responds to service requests or incidents.
Develops scripted solutions and automation.
Coordinates installation and maintenance work with outside vendors as needed.
Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.
Installs, configures and maintains virtual and physical server and software components.
Collects and maintains tracking and configuration documentation and plans.
Administers, creates and updates access permissions for system accounts for enterprise systems.
Administers Azure, Active Directory, Microsoft 365 at the enterprise level.
Administers SANs.
Installs and configures new storage systems.
Installs, configures, and maintains approved telecom/network hardware and software components.
Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols.
Implements predetermined telecom/network software or hardware changes.
Establishes WAN, LAN, device profiles, device environments, directories, and security for networks being installed.
Provides support for connectivity or related network/communication issues for the user community.
Monitors installed network and telecom equipment.