Enterprise Communication & Collaboration Engineer

Summary Organization Summary FCDC provides cost-effective, business-driven, collaborative, and secure IT services and solutions to public service agencies throughout Ohio's most dynamic county.

Our goals are simple, but expansive: to be the most trusted enterprise technology service provider for Franklin County and a national leader in digital government services.

Every day the FCDC team empowers local government departments, agencies, teams, and nonprofits to deliver top-notch services to residents and businesses in central Ohio, and we take pride in the work they accomplish with our support.

Job Summary Enterprise Communication and Collaboration Engineers, reporting to the Enterprise Communication and Collaboration Manager (or in the absence of a Manager reporting to the Assistant Director, Enterprise IT) have a wide range of responsibilities within FCDC, with performance expectations identified within one of three position levels (1, 2, 3) based on experience and skill levels.

Enterprise Communication and Collaboration (C&C) Engineers provide technical engineering and support for structured cabling, unified communications, and digital collaboration systems used by hundreds of teams and thousands of employees across Franklin County.

In addition to building and maintaining these key platforms, Enterprise C&C Engineers must collaborate heavily with other teams, including network, security, server, compliance, financial, application development, database, user support, project management, analytics, and customer relations professionals across FCDC and our clients.

Employees new to FCDC or promoted into new positions must successfully complete a 180-day probationary period, and all employees must adhere to current Employee Handbook policies.

Essential Duties and Responsibilities To perform this job successfully, employees must be able to perform each essential duty and fulfill each responsibility to a satisfactory degree.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The essential duties and responsibilities for all Enterprise C&C Engineers (levels 1, 2, and 3) include: * Support current-generation structured cabling solutions for County facilities; collaborate with outside cabling vendors as needed; collaborate with Public Facilities Management (PFM) teams as needed * Monitor structured cabling investments across all County facilities and build lifecycle plans and recommendations to keep cabling systems reasonably current and capable of supporting the digital evolution of County operations and public services * Maintain and support unified communication / VoIP / IP telephony solutions across Franklin County facilities and teams, including end user support, system monitoring, planning and executing upgrades, and managing reseller/manufacturer services and support * Collaborate with Enterprise Financial Services and the broader Enterprise Network team on managing telecommunications circuit agreements and services with third parties (e.g., AT&T, Spectrum, Crown Castle Fiber); maintain lifecycle plans for all circuits and services to keep pace with the County's digital evolution * Plan, deploy, maintain, and support digital collaboration platform installations, especially in shared spaces like conference and meeting rooms; for example, design collaboration spaces with Microsoft Teams Rooms systems and services, along with appropriate audio-visual equipment from relevant manufacturers * Level 3 engineers will participate heavily in long-range planning, technical roadmaps, budget forecasting, analysis, design work, and project management efforts to ensure the services of the Enterprise C&C team are delivered efficiently and effectively * Utilize LogicMonitor, Opsgenie, or similar monitoring and alerting systems to maintain limited on-call support for emergency diagnosis, assessment, and support of VoIP / IP Telephony systems and third-party carrier circuits and services after hours * Monitor industry trends and developments in telecom, VoIP, and collaboration systems; identify opportunities for both long-term and short-term improvements in capacity, functionality, and efficiency that are sized appropriately for known or predicted FCDC and client needs * Actively participate in incident management for Communication and Collaboration assets and services using FCDC's established work management systems, including intake, escalation, problem identification, vendor coordination, and ongoing resolution, closure, and communication with end users and BRM team members as needed * Collaborate with Enterprise Financial Services and the Enterprise Support team on equipment lifecycle activities * Work closely and harmoniously with all other FCDC technical and service delivery teams * Operate and manage systems in compliance with all applicable regulatory frameworks and organization-driven audits and goals * Directly encourage professional and skills development in junior engineers and analysts, and support cross-training efforts * Collaborate with Enterprise Financial Services on vendor and contractor reviews, selections, procurement, renewals, and project engagements, especially with respect to telecommunications service contracts * Work closely with Enterprise Project Management, colleagues across FCDC, and clients to deliver system upgrades, maintenance, technical debt resolution, and more; provide details for work breakdown structures (WBS), estimates for project labor hours, and technical shopping lists * Participate in creating documented integration and testing plans for the introduction of new systems and services * Build and maintain graphical and written documentation for technical peers * Actively utilize assigned project and task management systems to track and communicate project and task work progress * All other duties as assigned Qualifications POSITION DETAILS Enterprise C&C Engineer 1 Enterprise C&C Engineer 2 Enterprise C&C Engineer 3 Role Summary Supporter Administrator Team Lead / Architect FLSA Status Exempt Department / Reports to Enterprise IT / Enterprise Network Manager (or Director, Enterprise IT) On-Call Responsibilities Participates in On-Call rotation for VoIP services; coordinates and resolves major (P1/P2) support events as required BASELINE REQUIREMENTS Enterprise C&C Engineer 1 Enterprise C&C Engineer 2 Enterprise C&C Engineer 3 Technical Skills * Moderate Category 5, 5e, and 6 copper cabling installation, termination, labeling, testing, troubleshooting, and documentation skills, including cable termination and repair * Clear conceptual knowledge of network design and operations at OSI model layers 1 and 2 * Clear conceptual knowledge of layer 7 VoIP communications and operations, with awareness of underlying network elements * Direct sysadmin experience with VoIP extension moves/adds / changes (MACs) and related handset hardware configuration * Familiarity with popular videoconferencing platforms and audiovisual components at the user and small meeting room levels * Strong break/fix and service request documentation skills to accurately capture end-user issues and requirements, and communicate work status with users and colleagues * Reasonable ability to develop user-focused step-by-step instructions and/or documentation using text and screenshots * Strong basic technical troubleshooting skills, both working solo, with technical colleagues, and with non-technical users * Ability and willingness to learn and work with new technologies with minimal assistance and limited or no prior knowledge All items from Level 1, plus… * Expert Cat 5/5e/6 copper cabling planning, installation, termination, labeling, testing, troubleshooting, and documentation skills, including cable termination and repair * Clear conceptual knowledge of network, VoIP, and digital collaboration protocols across the OSI model and how the layers interact and support one another * VoIP sysadmin experience covering extension MACs, hunt groups, call queues, IVR operations, voicemail services, and the ability to generate accurate monthly billing reports * Experience designing and deploying moderately complex digital conferencing systems, including AV equipment, in meeting rooms supporting up to 16 people * Expanded systems documentation abilitie,s including diagramming of network, VoIP, and digital conferencing systems graphically (e.g., Visio diagrams) * Excellent troubleshooting skills for end-user support and complex engineering issues within systems under the team's management * Directly participate in developing strategies, solutions, and enhancements to systems under the team's management * Uses team project and work management tools and methods with strong results * Some ability to cross-train junior engineers and other IT staff on systems under the team's management All items from Levels 1 and 2, plus… * Wide-ranging communication and collaboration engineering skills covering all elements under the team's management, but elevated to an "expert" level, while adding strong skills in planning and leading complex upgrade and deployment projects, identifying infrastructure risks and technical debt, and planning multi-year infrastructure growth, lifecycles, and budgets; * Must be able to act as a solo project manager, mixing internal and external resources in a unified timeline * Serve as an informal leader within the C&C team; is responsible for actively sharing knowledge, reporting status, and developing junior engineers * Ability to complete multiple projects concurrently with no supervision * Responsible for managing service billing efforts * Directs collaborative efforts around vendor circuit acquisition, management, and upgrades * Acts as a Team Lead by participating in management discussions, advocating for team member development, demonstrating productive behaviors, cross-training within and across teams, etc.

Language and Presentation Abilities * Ability to read, analyze, and interpret general technical documentation.

* Ability to effectively respond to standard requests from end users and peers.

* Ability to write clear technical documentation for end users, peers, and client IT contacts.

All items from Level 1, plus… * Ability to prepare and present technical concepts and information to FCDC technical and business peers and client IT contacts.

All items from Levels 1 and 2, plus… * Ability to prepare and present technical and IT strategic concepts and information to client decision-makers and industry peers (e.g.

at local, regional, or national conferences) Physical Demands The physical demands described here are representative of those required to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities.

* Employees are regularly required to sit and talk or hear, sometimes for an entire workday.

* Employees are frequently required to use their hands to finger, handle, or feel and reach with their hands and arms.

* Employees are often required to stand, walk, stoop, kneel, crouch, and/or crawl.

* Some work is performed in server and communication rooms, server rooms, or other areas that require maneuvering within tight spaces while surrounded by IT equipment.

* Employees must occasionally lift and/or move up to 40 pounds, often without assistance.

* Employees must have vision abilities, including the ability to adjust focus and view computer screens for entire workdays while creating or consuming detailed information.

QUALIFICATIONS Enterprise C&C Engineer 1 Enterprise C&C Engineer 2 Enterprise C&C Engineer 3 Education NOTE: Relevant IT work experience years can be converted to formal education years at a ratio of 2:1 Preferred: 2-year (Associates) or 4-year (Bachelors) degree Required: High school diploma Preferred: 2-year (Associates) or 4-year (Bachelors) degree Required: High school diploma Preferred: 4-year (Bachelor's) degree, preferably in a relevant field Required: 2-year (Associates) degree Work Experience NOTE: General IT support and/or system administration work experience years can be converted to relevant engineering experience years at a ratio of 4:1 Preferred: 3+ years of hands-on structured cabling, networking, and/or unified communications administration or engineering experience in a business environment Required: 1+ years of hands-on structured cabling, networking, and/or unified communications administration experience in a business environment Preferred: 5+ years of hands-on structured cabling, networking, and/or unified communications administration or engineering experience in an enterprise-level environment Required: 3+ years of hands-on structured cabling, networking, and/or unified communications administration or engineering experience in an enterprise-level environment Preferred: 7+ yearsof hands-on structured cabling, networking, and/or unified communications administration or engineering experience in an enterprise-level environment, with demonstrated project and/or team leadership experience Required: 5+ years of hands-on structured cabling, networking, and/or unified communications administration or engineering experience in an enterprise-level environment, with demonstrated project and/or team leadership experience Certification Preferred: One (1) or more relevant structured cabling, networking, or unified communications certification from a major manufacturer or testing service; e.g., CompTIA, Microsoft, Cisco, Mitel, CommScope, Siemon, Panduit, BICSI, or similar - acquired or renewed within the last 5 years Required: None Preferred: Two (2) or more relevant structured cabling, networking, or unified communications certification from a major manufacturer or testing service; e.g,. CompTIA, Microsoft, Cisco, Mitel, CommScope, Siemon, Panduit, BICSI, or similar - acquired or renewed within the last 5 years Required: At least one (1) relevant structured cabling, networking, or unified communications certification from a major manufacturer or testing service; e.g.

CompTIA, Microsoft, Cisco, Mitel, CommScope, Siemon, Panduit, BICSI, or similar - acquired or renewed within the last 5 years Preferred: Two (2) or more relevant structured cabling, networking, or unified communications certification from a major manufacturer or testing service; e.g., CompTIA, Microsoft, Cisco, Mitel, CommScope, Siemon, Panduit, BICSI, or similar - acquired or renewed within the last 5 years Required: At least one (1) relevant structured cabling, networking, or unified communications certification from a major manufacturer or testing service; e.g.

CompTIA, Microsoft, Cisco, Mitel, CommScope, Siemon, Panduit, BICSI, or similar - acquired or renewed within the last 5 years Supplemental Information INTELLECTUAL ABILITIES Enterprise C&C Engineer 1 Enterprise C&C Engineer 2 Enterprise C&C Engineer 3 Decision Making / Problem Solving * Makes sound, well-informed, and objective decisions in a timely manner.

* Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.

* Applies both rational and creative processes to identify unknown root causes of problems.

* Based on the situation, decides best course of action, implements the solution, and follows-up to see how it's working.

* Calculates and evaluates the long-term consequences of a decision.

Communication * Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback.

* Keeps others informed as appropriate.

* Demonstrates effective written and verbal skills.

* Uses keen active listening skills to gather and validate information, to build trust, and enhance collaboration.

SOCIAL SKILLS Enterprise C&C Engineer 1 Enterprise C&C Engineer