VoIP Support Specialist

About the role

IMPORTANT NOTE: ONLY CANDIDATES WHO HAVE A PERMANENT CERTIFIED IT ADMINISTRATOR(LAN/WAN) CIVIL SERVICE TITLE OR COMPARABLE TITLE OR ARE REACHABLE ON THE CURRENT OPEN COMPETITIVE EXAM NO. 1111 CIVIL SERVICE LIST WILL BE CONSIDERED FOR AN INTERVIEW. PLEASE INCLUDE YOUR EMPLOYEE IDENTIFICATION NUMBER (EIN) AND CIVIL SERVICE TITLE OR LIST NUMBER WHEN APPLYING. NYC Department of Finance (DOF) is responsible for administering the tax revenue laws of the city fairly, efficiently, and transparently to instill public confidence and encourage compliance while providing exceptional customer service. DOF's Finance Information Technology (FIT) Division designs, builds, and supports all facets of DOF's computer systems, including hardware, software, applications, infrastructure, telephone, and data security. FIT delivers and administers tax-related payment programs for the City of New York by providing the information technology solutions needed to achieve its mission of collecting revenue while ensuring an efficient and improved customer experience. FIT is also responsible for the systems and websites which enable citywide payments, land records, property assessment, parking adjudications, customer service, and the Sheriff's public safety work. FIT's Network and VoIP Unit is seeking a VoIP Support Specialist. This unit is responsible for all aspects of the network connectivity for the agency, which is comprised of 11 sites, 300+ servers that is responsible for $300+B in tax revenues, keeping the systems operational within the 5 business centers and multiple public-facing websites. The successful candidate will support the high volume of daily MACD (Moves, Adds, Changes, and Deletions) requests and ensure reliable voice service delivery to DOF users. Reporting to the Director of Network/VoIP Infrastructure, the VoIP Support Specialists' responsibilities include but will not be limited to the following: - Oversee and ensure the delivery of a scalable, highly resilient, and cost-effective Enterprise VoIP infrastructure that allows the delivery of telephone, desktop video, softphone and collaboration services. - Code router/switch configurations; implement processes/functions on routers and switches as required, including QoS, multicasting, NTP, VLAN configurations, TACACS, HSRP, Content Networking, and advanced network routing and provide technical support for network and VOIP issues. - Manage coordination with vendors and service providers on VOIP design, implementation and capacity planning including performance analysis, traffic studies, and development of alternative solutions. - Interact with other Office of Technology and Innovation (OTI) units, DOF Contact Center management and line business units in developing VoIP and unified applications and solutions. - Install Cisco catalyst 9400/4500 series access switches (that connect to DOF's core Nexus 9500 Cisco series switches), in DOF's IDF rooms to provide LAN/WAN access to all DOF applications to end users moving into a newly created LAN segment. - Configure Cisco 4500/9400 series access switches (that connect to DOF's core Nexus 9500 Cisco series switches), to provide LAN/WAN access to all DOF applications to existing users on a LAN segment, and new users moving into a newly created LAN segment. - Troubleshoot and resolve LAN/WAN DOF connectivity issues as they relate to IP/VOIP redundancy, EIGRP, vlans, cabling, printing and security, and the OTI cloud. - Provide advanced-level networking technical support to problems on all DOF-owned network and VoIP management platforms. - Provide daily VoIP operational support to all of 11 DOF locations in the five boroughs. - Provision physical or virtual VoIP phones to users. - Create and manage voice-mail boxes and password resets. - Install certificates to VoIP phones. - Review monthly reports from OTI and ensure all phones are secure. - Configure Fax gateways. - Work with Desktop support team to troubleshoot workstation network access problems relating to VOIP phones. Additional Information: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. This position may be eligible for remote work up to 2 days per week, pursuant to the Remote Work Pilot Program agreed between the City and the Collective Bargaining Unit representing employees serving in the civil service title.