IT Infrastructure Engineer (Telephony and Unified Communications)

Job Description:

IT Infrastructure Engineer (Telephony and Unified Communications)

Description

JOIN THE CITY OF AUSTIN TEAM

At the City of Austin, we are more than just an employer-we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles - Empathy, Ethics, Excellence, Engagement, and Equity - anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee.

What Makes the City of Austin Special?

• Make a Difference : Join a team driving meaningful change in one of the fastest-growing cities in the nation.
  
• Value and Innovation : Work in an environment where employees are valued and innovation thrives.
  
• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
  
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
  
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
  
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
  
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
  
• Modern Workspaces : Work in innovative and sustainable environments that foster collaboration and inspiration.
  

By joining us, you become part of a community that values its people and is committed to making Austin the most thriving and resilient city in the country.

Job Description:

IT Infrastructure Engineer

Purpose:

Under direct supervision, this position is responsible for the operations and maintenance of secure and highly available computing platforms, servers, and/or networks. Works closely with others within and outside of the team to develop processes, procedures, and solutions. Implements solutions consistent with the organization’s designed architecture plan and roadmaps.

Duties, Functions and Responsibilities:

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

• Maintains, monitors, and supports the infrastructure environment and/or facilities.
  
• Works on one or more base work initiatives.
  
• Follows defined procedures to monitor systems and resolve problems.
  
• May support one or more systems or applications of low to medium complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.
  
• May participate in short- term planning efforts and business needs analysis with stakeholders and IT groups.
  
• Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes and performs a health check based on checklists.
  
• Monitors system-operating capacity in terms of disk space, storage, and CPU utilization and hardware/software activities and resource utilization for capacity planning.
  
• Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements.
  
• Provides Tier III support and is part of the on-call rotation. Occasional travel may be required.
  
• Troubleshoots problems by analyzing root causes and evaluating multiple options.
  
• Monitors ticketing queue and responds to service requests or incidents.
  
• Develops scripted solutions and automation.
  
• Coordinates installation and maintenance work with outside vendors as needed.
  
• Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.
  

Systems Discipline Additional Duties and Responsibilities

• Installs, configures and maintains virtual and physical server and software components.
  
• Collects and maintains tracking and configuration documentation and plans.
  
• Administers, creates and updates access permissions for system accounts for enterprise systems.
  
• Administers Azure, Active Directory, Microsoft 365 at the enterprise level.
  
• Administers SANs.
  
• Installs and configures new storage systems.
  

Network Discipline Additional Duties and Responsibilities

• Installs, configures, and maintains approved telecom/network hardware and software components.
  
• Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols.
  
• Implements predetermined telecom/network software or hardware changes.
  
• Establishes WAN, LAN, device profiles, device environments, directories, and security for networks being installed.
  
• Provides support for connectivity or related network/communication issues for the user community.
  
• Monitors installed network and telecom equipment.
  

Responsibilities - Supervisor and/or Leadership Exercised:

None.

Knowledge, Skills, and Abilities:

Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

• Knowledge of Open Systems Interconnection model (OSI model).
  
• Knowledge of Directory Services (e.g., Windows Active Directory, Azure AD, LDAP) and Internet Protocols (e.g., DNS, HTTP, SMTP, SSL).
  
• Knowledge of firewall configuration and management.
  
• Knowledge of various network types (e.g., LAN, WAN and WLAN).
  
• Knowledge of defining and implementing integration of hardware in the network, including routers, switches, power systems, and cables.
  
• Knowledge of cloud infrastructure, hybrid cloud models, and platform services.
  
• Knowledge of performing traffic engineering analysis on network facilities.
  
• Knowledge of network services and networks such as TCP/IP, OSPF and EIGRP.
  
• Skill in IoT, hardware and servers, containerization, network security, scripting & coding, automation & orchestration, configuration, firewall and security, network design, and troubleshooting skills.
  
• Ability to communicate technical information to other technical team members but also to coworkers in other departments who may not have knowledge of networking technical terminology.
  
• Ability to design, implement and troubleshoot Wi-Fi, and network security infrastructure.
  
• Ability to manage several projects simultaneously from design to implementation.
  
• Ability to recommend solutions for improving the overall network health by assessing overall effectiveness.
  
• Ability to secure systems by establishing and enforcing policies.
  
• Ability to work comfortably in a fast-paced environment.
  
• Ability to adhere to required compliance to all change management policies and procedures.
  
• Ability to adhere to required compliance to all information security policies and procedures.
  

Minimum Qualifications:

• Two (2) years of education from an accredited college or university in a field related to the job plus two (2) years of related experience.
  
• Experience may substitute for education up to two (2) years.
  

Licenses and Certifications Required:

• Valid Texas Driver License depending on assignment.
  

Preferred Qualifications:

1. Experience supporting, implementing, operating, managing, monitoring, documenting, and troubleshooting basic collaboration infrastructure:

• Cisco Call Manager
  
• Cisco Unity
  
• Cisco Emergency Responder
  
• Cisco Instant Messaging and Presence (IM&P)
  
• Cisco Unified Contact Center Express (UCCx)
  

2. Experience supporting, implementing, operating, managing, monitoring, documenting, and troubleshooting advanced collaboration infrastructure:

• SIP Trunk
  
• Cisco Webex (Webex application and Jabber)
  
• Cisco Webex Expressways
  
• Audio Recording
  
• VoIP/SIP telephones
  
• Cisco Voice Gateways
  

3. Knowledge of procedures related to regulatory controls, such as North American Electric Reliability (NERC) regulations, Critical Infrastructure Protection (CIP), Occupational Safety and Health Administration (OSHA), Federal Information Security Management Act (FISMA), Sarbanes-Oxley Act (SOX), National Institute of Standards and Technology (NIST), or others.

4. Experience creating and maintaining documentation.

5. Ability to travel to more than one work location.

Notes to Candidate:

Austin Energy is seeking an IT Infrastructure Engineer to join the IT Network LAN & Telecom team to provide support for all aspects of the telephone and unified communications services the team supports. The position's responsibilities include operational, hands-on support of all aspects of the unified communications infrastructure the team manages, including the configuration, installation, maintenance, patching, troubleshooting, and decommissioning of collaboration services infrastructure.

The engineer's duties include contributing to designing, implementing, managing, and maintaining a highly complex, secure, and reliable collaboration infrastructure, documenting and troubleshooting network components, and using experience to recommend new technologies and solutions. This position requires on-call rotation to support 24-hour utility operations and travel between local sites to survey in support of the integrated network solutions.

This position requires a criminal and NERC background investigation.

The primary duties of the position:

• Ensure compliance with all security policies, procedures, and standards to regulatory standards.
  
• Administer and build collaboration systems.
  
• Contributed to compliance duties such as security patch assessments, quarterly cyber access reviews, and verification of electronic access privileges.
  
• Administer modeling software and review business rules for access.
  
• Troubleshoot advanced systems/topologies/storage and support critical customers in a utility environment.
  
• Provide collaborative input to infrastructure planning and design.
  
• Travel to multiple work locations and participate in an on-call rotation within the 24-hour utility operations.
  

Pay Range: Entry: $32.96 - $41.20 USD hourly

Schedule: Monday - Friday, 8:00 a.m. to 5:00 p.m. (40-hour work week).

• Additional work hours may be required to support 24-hour Utility operations, including evenings, weekends, holidays, inclement weather, and emergency closures.
  
• This position requires on-call assignments, which might result in a call back to work.
  
• Infrastructure team members must be onsite a minimum of twice a week.
  

Location: SCC, 2500 Montopolis Drive, Austin, Texas 78741

IMPORTANT INFORMATION:

Working with Austin Energy provides a number of health and welfare benefits such as low-cost medical, dental, vision, paid leave time, a highly competitive retirement plan, career development opportunities and more. Please click HERE for more information. Please be aware that the Job Posting Close Date reflects the final day to apply, but the posting will close at 11:59 PM the day before the date listed. All application steps, including attachments and submission, must be fully completed before that time. We also recommend that you save or print a copy of the job posting for your records. Once a posting has closed, it will no longer be viewable in the system.

DEPARTMENT MAY CLOSE THIS JOB POSTING AT ANY TIME AFTER 7 DAYS.

WHEN COMPLETING THE CITY OF AUSTIN APPLICATION:

• The City of Austin employment application is an official document; incomplete applications will not be considered.
  
• Please be sure that your application is a reflection of your entire work history. A detailed and complete employment application is required to help us better evaluate your qualifications and will be used to determine salary if you are selected for this position.
  
• Describe your specific experience for each position. Include all job duties, responsibilities, and employment dates.
  
• Resumes will not be accepted. Statements such as “see resume” will not be accepted. You may use “N/A” for fields that are not applicable.
  
• Starting salary will be based on overall relevant experience from your employment application.
  
• Supplemental information or changes to your application will not be accepted after the job posting closes.
  
• The responses to the supplemental questions should reference the employment history listed in the employment history section .
  
• Once the requisition has closed, the application cannot be changed to update work history, supplemental questions, or any other information.
  
• We reserve the right to verify high school and college education for the top candidate(s).
  

If you have any questions regarding your City of Austin employment application, please use the official website of the City of Austin as reference. www.austintexas.gov.

PHYSICAL REQUIREMENTS:

Tasks may involve bending, lifting, walking, carrying, or using a force equal to or lifting fifty (50) pounds. The candidate must be physically and mentally able to communicate, respond, and work with participants’ needs and safety issues. The candidate must also be able to work outdoors in any weather and inclement conditions.

DRIVING REQUIREMENT:

This position requires a valid Texas Class C driver's license or the ability to acquire one by your hire date. External New Hires must meet the City of Austin's Driver Record Evaluation (DRE) requisite. To be considered for a driving position, applicants cannot have more than three moving violations or a total of six Driver Record Evaluation points within a period of thirty-six (36) months.

WORK HOURS:

This position has been designated as critical for the City of Austin. Critical positions are necessary and vital and support activities that impact City or department operations. Work can be done while at a designated work site or while working at an alternate work location. Critical employees may be reassigned to another area to provide essential services to support any extraordinary situations or emergency conditions.

VETERAN INTERVIEW PREFERENCE:

Military/Veterans must provide a copy of their DD214 verifying honorable discharge, at the time of initial interview to receive military/veteran interview preference.

CRIMINAL HISTORY BACKGROUND CHECK:

This position requires a criminal background investigation and North American Electric Reliability Corporation (NERC) clearance.

FAIR LABOR STANDARDS ACT:

This position is classified as EXEMPT and may require working additional hours outside of the normal schedule to include nights, weekends, and /or holiday.

EEO Statement for City of Austin:

The City of Austin will not discriminate against any applicant or employee based on race, creed, color, national origin, sex, gender identity, age, religion, veteran status, disability, or sexual orientation. In addition, the City will not discriminate in employment decisions on the basis of an individual's AIDS, AIDS Related Complex, or HIV status; nor will the City discriminate against individuals who are perceived to be at risk of HIV infection, or who associate with individuals who are believed to be at risk.

City of Austin is committed to compliance with the Americans with Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or Texas Relay by dialing 7-1-1.

Closing Date/Time: 2026-01-16