Network Engineer II

Job Description

Job Description

Telecom Administrator (Network Engineer – 1) PD

Under the general supervision of the IT Solutions Center Section (ITSC) Supervisor this position uses a proactive, process-oriented, customer focused approach, and assists in growing the use of technology throughout the agency. This position is responsible for providing support to ETF staff with direction, answers, and resolutions to a full range of telecommunications and collaboration solutions.

This position is responsible for the technical and business analysis of telecommunication services utilized by ETF including network and server hardware, software, and services. This responsibility includes working with BITS leadership and other agency leaders in ETF and the Department of Enterprise Technology (DET) to provide consistent, coordinated services, and ensuring high quality services for all telecommunications functions. In addition, this position assists in coordination of service provisioning and infrastructure hosting from DET, to ensure ETF is following infrastructure best practices and procedures, technical troubleshooting to resolve system issues with project and business teams across the agency and integrate business needs with IT systems and development, technical solutions, upgrades, and infrastructure changes. This position is instrumental to the proper integration of telecom related services, hardware and software for the ETF Call Center and is a direct technical liaison between their management staff and the various vendors that provide critical services for Call Center operations.

This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills. The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training/use of technology), and expertise to support strategic and business unit initiatives, as related to telecommunications and technical collaboration tools. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center to a more proactive and mature environment.

This position provides technical assistance in the support, preparation, and implementation of telecommunications and collaboration tools and accompanying desktop supported services, customer systems, and hardware tools. This position will partner with technology and business experts, the Office of Enterprise Initiatives, ETF business analysts, and end users to plan, and coordinate IT’s end-user service delivery efforts. This position is a liaison between business users and technical staff to facilitate solutions to problems. The incumbent proactively develops business user how-to instructions, training, and service portals.