VoIP Support Specialist

About This Role

This role involves supporting and maintaining the Enterprise VoIP infrastructure to ensure reliable voice service delivery for the NYC Department of Finance. The specialist will handle daily MACD requests, troubleshoot network connectivity issues, and provision VoIP phones and voicemail services across 11 agency sites.

Responsibilities

• 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 in DOF's IDF rooms to provide LAN/WAN access to all DOF applications to end users
• Configure Cisco 4500/9400 series access switches to provide LAN/WAN access to all DOF applications for existing and new users
• 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

Requirements

• Permanent CERTIFIED IT ADMINISTRATOR(LAN/WAN) Civil Service Title or comparable title OR be reachable on the current Open Competitive Exam No. 1111 Civil Service List
• Baccalaureate degree from an accredited college and two years of satisfactory full-time experience in LAN/WAN planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management OR
• A four-year high school diploma or its educational equivalent and six years of satisfactory full-time information technology experience of which at least 2 years must have been as described above OR
• A satisfactory equivalent of education and/or experience that meets the above criteria, with at least one year of satisfactory full-time information technology experience as described above.

Qualifications

• A baccalaureate degree OR a four-year high school diploma or its educational equivalent
• 2+ years of satisfactory full-time experience in local area network and/or wide area network planning, design, configuration, installation, implementation, troubleshooting, integration, performance monitoring, maintenance, enhancement, and security management

Nice to Have

• Knowledge of PoE switches, VoIP gateways, SBCs, and IP-PBX platforms
• Hands-on experience with enterprise VoIP systems (e.g., Cisco CUCM, Avaya Aura, Microsoft Teams Phone, Zoom Phone, Asterisk)
• Experience provisioning and supporting IP phones, softphones, voicemail, and call center solutions
• Experience supporting MACD requests and managing user moves and phone reassignments
• Knowledgeable in installing, configuring, and troubleshooting Cisco Webex clients
• Experience with monitoring and diagnostic tools (packet captures, MOS scoring, call quality analytics)
• Knowledge of E911/E112 services, number portability, and carrier integrations

Skills

* Required skills

Benefits

Certifications