Senior Telecom Assistance Center Engineer #593
SENIOR TELECOMMUNICATIONS ASSISTANCE CENTER (TAC) ENGINEER
NATURE OF WORK
This is senior level technical work supporting the telecommunications needs and services of the Senate community. The incumbent determines the customer’s voice communications needs, uses established guidelines, and coordinates all actions to ensure quality and timely service. The incumbent maintains regular contact with Senate staff and vendors in an effort to establish, maintain, and troubleshoot telecommunications services. Work in this classification is distinguished from the TAC Engineer by its level of system expertise and lead assignments. Work is performed under the supervision of the TAC Supervisor.
EXAMPLES OF WORK
(This list is not absolute or restrictive, but indicates approximate duties and responsibilities which may be redefined pursuant to operational needs.)
● Provides direct telecommunications support to the Senate community; assists users in the accurate and timely resolution of technical and administrative problems/requests associated with the Senate’s telecommunications systems.
● Assists with billing and other financial/administrative functions related to telecommunications support and services for the Senate community.
● Mentors TAC Engineers on various systems and programs; inspects work of TAC Engineers. ● Creates, processes and closes work requests.
● Programs and tests voice communication phones and systems; configures functions and features; configures analog lines; adds and disconnects telephone numbers; resets accounts.
● Troubleshoots complex voice communication phones and systems; works closely with staff in other sections to resolve escalated issues.
● Acts as a team lead for supporting the TAC; conducts site surveys; configures and decommissions communications systems, phones, and other services as required.
● Drafts and prepares processes, procedures and other technical documentation.
● Provides guidance and support in implementation of new products, ensuring adherence to process and procedures.
● Installs voice and data communications equipment and cabling as requested.
● Maintains and updates multiple databases in order to track inventory, voice communications information and work requests.
● Coordinates with vendors, Senate staff, and others to provide timely solutions to telecommunications issues when the standard product does not meet the business requirement.
PHYSICAL DEMANDS AND WORKING ENVIRONMENT
Work requires sitting, standing, walking, bending, climbing, crawling and operating computers for extended periods of time, and safely lifting items up to 20 pounds. May work evenings, holidays and weekends to resolve problems or handle incidents.
Work requires a high school diploma (or GED), and a minimum of three to five years of experience in voice or data communications systems; or any equivalent combination of education and experience which provides the following knowledge, abilities and skills:
● Knowledge of CS2100 feature and switch operation, electronic and ISDN digital lines, digital phones, cable distribution, LAN’s, voicemail and Session Initiation Protocol.
● Knowledge of data networking technologies, troubleshooting and test equipment, Ethernet switching and TCP/IP.
● Knowledge of communications protocol and standards. ● Knowledge of current and developing communication system technology.
● Skill in operating database, word processing, and spreadsheet software.
● Ability to operate with a high level of tact, diplomacy and professional demeanor.
● Ability to diagnose and resolve complex voice and data problems.
● Ability to operate technical components and testing equipment.
● Ability to communicate effectively, both orally and in writing.
LICENSES, CERTIFICATION AND OTHER REQUIREMENTS
Position requires the ability to obtain and maintain a security clearance.