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City of Garland · 1 month ago

IT Telecommunication Technician III

Garland, TX

Full-time

Onsite

Senior Level

$31.48/hr - $40.42/hr

6+ years exp

The City of Garland is responsible for providing reliable telecommunications services, and they are seeking an IT Telecommunication Technician III to perform advanced installation, configuration, maintenance, and troubleshooting of telecommunications systems. The role involves supporting Avaya voice platforms, IVR systems, and maintaining cabling infrastructure while providing technical expertise and customer service to city departments.

Business DevelopmentGovernmentLaw EnforcementOffice Administration

Responsibilities

Perform advanced installation, maintenance, and repair of Avaya telecommunications systems, including PBX, VoIP, voicemail, call center, and IVR (Interactive Voice Response) systems

Configure, test, and troubleshoot voice and data communications equipment, ensuring proper connectivity and operation

Maintain and support City-owned copper and fiber-optic infrastructure that supports telephony and network systems

Coordinate with contractors and IT staff for cabling installation, testing, and documentation of telecommunications infrastructure

Manage and maintain telecommunications hardware such as Avaya handsets, switches, routers, and associated peripherals

Review and complete Telecommunications work orders in the City’s Service Desk system, ensuring all tasks meet service level agreements and quality standards

Maintain accurate documentation of system configurations, call flows, wiring layouts, and IVR routing

Conduct periodic quality checks on system performance and assist in implementing upgrades or improvements as needed

Collaborate with IT staff to ensure integration between telephony systems and the City’s data network

Provide technical support and training to end-users regarding Avaya and IVR features and functionality

Maintain inventory of telecommunications equipment and assist in reviewing vendor services and billing for accuracy

Respond to emergency service requests and participate in after-hours on-call rotation to maintain critical communications

Qualification

Avaya telecommunications systemsPBXVoIP technologiesFiberCopper cablingTelecommunications test equipmentTechnical documentation skillsInterpersonal skillsAttention to detailWork independently

Required

Associate's degree

6 years of experience operating and supporting telecommunications systems

Vendor certified training in appropriate telecommunications systems

Valid Class C Texas driver's license

Advanced knowledge of Avaya telecommunications systems, including PBX, VoIP, and IVR technologies

Strong understanding of fiber and copper cabling standards and network connectivity principles

Proficiency in diagnosing and resolving complex telephony and IVR issues

Ability to read and interpret technical drawings, schematics, and wiring diagrams

Skill in using telecommunications test equipment and diagnostic tools

Excellent interpersonal skills and ability to communicate effectively with internal customers

Strong attention to detail, organization, and documentation

Ability to work independently and manage multiple tasks in a fast-paced environment

Preferred

Bachelor's degree in Electronics or related field of study

Eight (8)+ years of experience operating and supporting telecommunications systems including Avaya voice platforms, IVR, telephone switching, carrier equipment, and communications hardware

Experience maintaining phone lines, phone systems, voicemail systems, long-distance services, and fiber/copper network infrastructure (excluding splicing)