Network Administrator (Vacancy)

Key Position Responsibilities:
• Provide technical support and day-to-day operational oversight of our Talkdesk contact center platform.
• Troubleshoot and resolve Tier 2/3 support issues related to Talkdesk call flows, agent experience, routing configurations, and integrations (e.g., Verint WFM).
• Support and maintain Cisco VoIP systems, including CUCM (Cisco Unified Communications Manager), Unity, and Cisco Emergency Responder.
• Collaborate with internal teams and Talkdesk support to escalate and resolve platform issues as needed.
• Monitor system performance, call quality metrics, and usage trends to proactively identify and resolve issues.
• Manage user provisioning, call routing updates, and configuration changes in Talkdesk and Cisco environments.
• Assist in documenting standard operating procedures, troubleshooting guides, and best practices.
• Participate in after-hours on-call support rotation (as needed).
• Work closely with the network team to troubleshoot VoIP-related network issues and ensure QoS.


Preferred Skills and Experience:
• 3+ years of experience in VoIP support, preferably with both Cisco and cloud-based contact center platforms.
• Hands-on experience with Talkdesk (or similar), Cisco CUCM, Unity, and Cisco Emergency Responder.
• Strong understanding of SIP, RTP, call flows, and VoIP troubleshooting tools (e.g., Wireshark, SIP trace).
• Ability to manage and prioritize multiple tasks in a fast-paced environment.
• Excellent problem-solving and communication skills.
• Certifications such as CCNA Collaboration, CCNP Voice, or Talkdesk CX Cloud certification are a plus.

Under direction, is responsible for the reliable operation, maintenance, installation, design, and development of network infrastructure; performs related duties as required.

Oversees and/or participates in the operation and administration of network hardware and connectivity components such as routers, switches, gateways, local area networks, wide area networks, internet, intranet, and/or other network infrastructure components and related;

Installs and operates routers, switches, and other related network equipment; loads network applications and tests new or redesigned network systems to ensure performance standards are met;

Operates Voice over Internet Protocol (VoIP) system utilizing VoIP VLANS, gateways, and various customized options in the expansion of the City’s VoIP;

Coordinates the installation of wireless technologies such as wireless LAN, Point-to-Point and Point-to-MultiPoint for remote site connectivity; works with wireless controllers for the management of the wireless devices;

Troubleshoots network and high-speed telecommunications circuits using network diagnostic equipment software; analyzes and resolves more complex or recurrent network problems; provides technical assistance to network and desktop support personnel; closes help desk tickets as problems or maintenance work are resolved or completed;

Evaluates requirements for and components of systems, networks, and software products for applicability and adaptation; makes recommendations to management; provides input forthe purchase of, and oversees the installation and support of, network equipment;

Evaluates and tests network accessibility and security; implements security priorities; identifies and resolves security-related events and follows security escalation procedures; assists in developing security policies and procedures; makes modifications to security system as needed;

Provides planning and support for enterprise installations; provides documentation and design specifications to support current and planned network equipment configurations;

Installs, tests, and maintains open systems solutions in an enterprise client-server environment;

Maintains accurate documentation and administrative information for all network related data including topologies, wiring, network settings, and software and hardware inventories;

Oversees work of technical support personnel involved with data backup, archival functions, and network monitoring functions;

Coaches network technicians in the performance of their duties raising their overall technical knowledge;

Stays abreast of new technologies and industry standards.
 

Recruitment #: 25-0522-V2

Employment Type: Full-Time (Regular)

Should you have questions regarding this vacancy, please contact:

Kimberly Hetterscheidt

Department of Technology

Division of Information Services

1111 E. Broad St.

Columbus, Ohio 43205

P: (614) 645-0367

E: khetterscheidt@columbus.gov

The City of Columbus is an Equal Opportunity Employer