Telecommunications Supervisor #1339 - Telecommunications - Finance Division

THIS IS A DEPARTMENTAL PROMOTIONAL POSTING OPPORTUNITY. ONLY CURRENT EMPLOYEES OF THE HAMILTON COUNTY TELECOMMUNICATIONS DEPARTMENT WILL BE CONSIDERED FOR THIS POSITION.

Under minimal supervision, supervise telecommunication requests for service, repair and installation orders for Hamilton County government offices.

ESSENTIAL FUNCTIONS: (Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, physical requirements, knowledge, skills, abilities, and other characteristics. This list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.)

Provides for the general supervision of telecommunications specialist and audiovisual specialist including setting priorities and schedules, planning projects including acquiring materials, tools, and reviewing work for quality and completeness; assesses employee performance and provides related administrative approvals such as leave requests and time sheets; provides professional guidance.

Manages requests for repair, service, and installation; prepares service orders; resolves troubles and dispatches technicians if needed; schedule moves, adds or change orders; inventories and prepares invoices for materials used. Review completed orders for accuracy. 

Cisco Call Manager - ascertain department needs, designing during and after hours call flow, configure phones, design and implement auto attendant features, uploading recordings for after hours, early closing, and inclement weather. Design and implement hunt groups, hunt queues, overflow options, and recordings. Configure analog gateways including ring-down ports. Support and train end users. 

Cisco Unity - managing voicemail accounts, system call handlers, and work schedules. Upload recordings for greetings, call handlers and call centers. 

Cisco Jabber; configure profiles for desktops, IPhones, IPads, and android devices. Assist with first time setup and troubleshooting.

Cisco UCCX - ascertain department Call Center needs, design and implement call flow. Assign resources to application, configure teams, and assign skill levels. Upload Voice Prompt Applications, set queue timers, program overflow options, and configure an open and close schedule. Remotely close call centers during inclement weather. Configure and manage reports. Train and support agents and supervisors. 

Cisco Finesse - configure individual agent login and passwords, generic login and passwords. General knowledge of Firefox browser. Train and support Call Center agents. 

Cisco Emergency Responder - configure ERL patterns and ELIN assigned numbers. Assigning Route Patterns and Route list to E911 Partition. Submit CER information, by location to local carrier to update National 911 Database.

Cisco CDR - download files, creating reports, interpreting data for departments. 

Cisco Webex - ascertain department needs, create and assign rooms, and downloading Webex app to devices. Support Court Rooms with initial setup to different types of audiovisual equipment before and during trial. Support County Commission meetings before and during a session including the transfer of external calls to meeting.

Supervise the payment of invoices from all vendors. Writes, reviews, and maintains procedures, phone number list, and any additional records.

Performs other related duties as assigned.

Knowledge of federal, state and county laws, rules, regulations, policies and procedures related to the installation and billing for telecommunications services.

Knowledge of computer hardware, software and peripherals.

Knowledge of accounting practices and procedures.

Knowledge of customer service / public relations practices and procedures.

Knowledge of data processing, entry and programming processes.

Knowledge of instructional methods, practices and procedures.

Knowledge of telecommunication installation methods and procedures.

Skill in creating, designing, programming, implementing, and troubleshooting systems.

Skill in learning and implementing new technologies to better serve the end user.

Skill in programming and installing telecommunication equipment.

Skill in accurately and timely entering data and billing information.

Skill in accurately invoicing and billing for telecommunications services.

Skill in ordering and maintaining inventory.

Skill in utilizing verbal and written communication in the development of procedure manuals, training presentations, and problem solving instructions.

Skill in utilizing customer service techniques in responding to inquiries and complaints.

Skill in establishing and maintaining effective working relationships.

Ability to effectively communicate in both oral and written form.

An Associate’s Degree plus eight (8) years of Telecommunications experience, three (3) years of which must be in a project management capacity. Must possess a valid driver’s license.

OR

The equivalent of a high school diploma plus ten (10) years of Telecommunications experience, three (3) years of which must be in a project management capacity. Must possess a valid driver’s license.

ADDITIONAL REQUIREMENTS: 

Must be available for on-call duty as assigned.

Prior to operating a County-owned vehicle, all employees are required to complete the HC Defensive Driving course and/or an Emergency Vehicle Operations Course (EVOC) provided at the department level.

PHYSICAL REQUIREMENTS:

Work requires receiving and providing requests and information from customers in a fast-paced environment including extensive computer data entry and processing; bending, stooping, crawling, and carrying of equipment and supplies weighing up to twenty-five (25) pounds during the installation of telecommunication equipment.

ADDITIONAL INFORMATION:

This job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Any overtime hours offered in this position are not guaranteed, are an estimate, and are subject to change.

All positions within Hamilton County Government are considered work in-person and require regular and punctual attendance.

All positions within Hamilton County Government may require work on Holidays or weekends. Additionally, irregular hours and shift work may be required, including possible extension of shift hours, at times with short notice.

AN EQUAL OPPORTUNITY EMPLOYER

Hamilton County does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services. A copy of Hamilton County's Equal Employment Opportunity Plan (EEOP) & Utilization Report is available on the County’s Equal Employment Opportunity (EEO) Office home page. 

https://www.hamiltontn.gov/Department_EqualEmploymentOpportunityOffice.aspx

Salary : $67,310 - $84,138