Information Technology Platform Engineer

Company Description

A best-in-class city that attracts best-in-class talent, Philadelphia is an incredible place to build a career. From our thriving arts scene and rich history to our culture of passion and grit, there are countless reasons to love living and working here. With a workforce of over 30,000 people, and more than 1,000 different job categories, the City of Philadelphia offers boundless opportunities to make an impact.

As an employer, the City of Philadelphia values inclusion, integrity, innovation, empowerment, and hard work above all else. We offer a vibrant work environment, comprehensive health care and benefits, and the experience you need to grow and excel. If you’re interested in working with a passionate team of people who care about the future of Philadelphia, start here.

What We Offer:

Impact - The work you do here matters to millions.

Growth - Philadelphia is growing, why not grow with it?

Diversity & Inclusion - Find a career in a place where everyone belongs

Benefits - We care about your well being

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia’s businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city’s technology assets and the return on the city’s technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.

Job Description

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia, headed by the Chief Information Officer (CIO).  OIT’s Unified Communications team provides telecommunication services for 55 City departments city-wide. The telecommunications environment consists of analog, digital, Voice over IP and cloud-based platforms.  

OIT is seeking a candidate with considerable relevant technical knowledge and experience in all the platforms listed above along with network experience and excellent customer service skills.  The IT Platform Engineer I will provide installation, maintenance, and operational support of Voice (analog, digital, VoIP and cloud) phone systems, call center telecommunications equipment, specifically Call center/IVR communications systems and video conferencing room solutions. 

The IT Platform Engineer I will interface with the Communications manager, voice technical team, network team, IT support team and other departments.  

Additional responsibilities include provisioning and programming of telecommunications equipment including telephone systems, remote terminal devices, switches, routers and specifying and ordering carrier services from traditional communications providers and over the top communications companies where applicable.  

Position Summary
Responsibility:
    Install and troubleshoot phone devices in City offices.
    Install and troubleshoot network cables.
    Install and troubleshoot network data drops.
    Remove phone line numbers from demarcation.
    Update and complete internal service tickets.
    Open Verizon troubleshooting tickets.
    Troubleshoot and identify software, hardware, telecommunication problems, using diagnostic equipment as necessary.
    Configure, install, and program communication systems and related communication equipment; assembles component system parts; reviews diagrams, schematics, blueprints, floor plans, charts, and technical manuals for installation of new systems.
    Troubleshoot phone device equipment regarding connectivity issues.
    Conduct site reviews for system installation and make appropriate recommendations for improving installation based on physical situation, programs systems users voice mail and may design, install, and maintain computer network cable systems for networking of computers; installs electronic communication systems facsimile devices, headsets, emergency ring-down circuits 
    Test for defective system components and damaged communication cables; tests for proper operation of installed system components and related equipment; works with various communications manufacturer/service provider personnel for problem resolution. 
    Performs system backups; downloads and upgrades systems software using a personal computer
    Escalate issues in a timely fashion. 
    Complete Voice projects assigned.
    Other duties as assigned.

Ability to:
    Provide excellent customer service
    Communicate clearly and effectively both in writing and verbally
    Organize information and work
    Excellent written and verbal communication
    Excellent analytical & organizational skills 
    Ability to work in a team environment
    Ability to take direction and work independently 
    Strong project leadership skills
    Regular, consistent and punctual attendance

Competencies, Knowledge, Skills and Abilities
    Required knowledge to install, maintain and service of VoIP voice services as well as traditional voice services that may interact with the VoIP services.
    Required knowledge of over-the-top communications services
    Required knowledge of the network interactions with both traditional and VoIP communications infrastructure
    Automated Call Distribution/Interactive Voice Response communications system
    Cloud Base Solutions (NEC Univerge Blue)
    Understand the Unified Communications industry environment (SBC, Application Servers, Media Gateways…).
    Knowledge of design, planning and execution of core voice initiatives (TDM and IP Telephony, SIP, SBC, Session Routing, Contact Center, Voicemail, legacy PBX migrations, IP Telephony platform upgrades, etc.)
    Knowledge of VoIP, IP and SIP protocols, Wireshark
 

Qualifications

    Valid driver’s license
    Completion of an associate degree program at an accredited college or university with a major course work in Computer Science, Information Technology, or a closely related field
    Any equivalent combination of education and experience determined to be acceptable by the Office of Innovation & Technology and Human Resources.

Additional Information

Salary Not to Exceed: $50,000

Starting salary to be determined based on experience and qualifications. 

Important: To apply, candidates must provide a cover letter and a resume.

Did you know?

• We are a Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
• We offer Comprehensive health coverage for employees and their eligible dependents
• Our wellness program offers eligibility into the discounted medical plan
• Employees receive paid vacation, sick leave, and holidays
• Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, source of income, familial status, genetic information or domestic or sexual violence victim status. If you believe you were discriminated against, call the Philadelphia Commission on Human Relations at 215-686-4670 or send an email to faqpchr @phila.gov. For more information, go to: Human Relations Website: http://www.phila.gov/humanrelations/Pages/default.aspx