Network Engineer - Support Services

An employee in this class is responsible for technical analysis work with an emphasis on desktop devices, mobility and collaboration tools. Under general direction, employees are required to exercise extensive initiative and independent judgment in selection of work methods and formulation of recommendations to meet program needs, objectives, and goals.

Employees coordinate and monitor the work of other team members in the completion of specified assignments. Tasks require that the employees consult with user departmental personnel, other departmental technical staff, and other support service team members in order to resolve technical issues. Under general supervision, employees are expected to exercise considerable initiative and independent judgment in selecting work methods and performing assigned tasks. Employees in this class are subject to on-call status on a rotating schedule to provide 7 day/24 hour per day service and, at times, are required to work unusual hours to accommodate installation, maintenance and/or upgrading of city networks. Work is reviewed while in progress and upon completion through discussions and reports submitted.

Assist management to ensure departmental objectives are met, programs are maintained, participate in the development and maintenance of policies and procedures to ensure compliance with relevant laws, regulations and standards.

• Utilize remote monitoring tools, protocol analyzers and other network monitoring tools to accurately diagnose desktop or network problems and takes appropriate corrective actions
• Research and advise development teams of potential issues. Provide assistance with modeling and conduct testing of applications using common testing tools.
• Research, evaluate and report on new technology trends as appropriate to the team. Make recommendations to the team on desirable and beneficial additions and developments. Work with other departments and teams to advise on new and existing technology.
• Researches, resolves, and responds to complex questions received via telephone calls, callbacks, email, through service desk software or escalations.
• Monitors the status of open calls and follow up with customers to ensure service goals are achieved.
• Coordinate with other T&I Teams and vendors/contractors in order to complete your job assignments.
• Provide written documentation; including reports and technical drawings.
• Write and maintain technical documentation.
• Flexible work hours as needed to support the City’s after hours needs.
• Performs related work as required.

Knowledge of: Computer hardware, Windows Operating Systems, Office 365, Mobile Device Management; problem management processes; network IP address standards; antivirus knowledge; cloud computing; designing, configuring and troubleshooting mobile devices; extensive knowledge of collaboration tools; Video conferencing; Android and IOS operating systems, Apple hardware and macOS. 

Skills in: Strong verbal and written communications skills including technical documentation; problem solving skills; organizational skills, attention to detail, and the ability to efficiently handle several tasks simultaneously.

Ability to: Acquire knowledge of new technologies; design, implement and troubleshoot enterprise desktop and mobile solutions; work under pressure with changing priorities in a complex environment; working both independently and in a team-oriented, collaborative environment is essential; express oneself clearly and concisely, both orally and in writing; establish and maintain effective working relationships with others.  Ability to lift minimum 30 pounds.

Graduation from an accredited college or university with a bachelor’s degree with appropriate computer related coursework and one (1) year of progressively responsible experience in computer programming and hardware and in telecommunications and analysis; or, an associate’s degree in computer science or a related field and three (3) years of progressively responsible experience in computer programming and hardware and in telecommunications and analysis.

Possession of a valid Florida driver's license required.

Certification in one of the following specialties preferred: CompTIA A+, Microsoft Certified Professional (MCP), Microsoft Certified Solutions Expert (MCSE), HDI – Desktop Support Technician Certification, Information Technology Infrastructure Library (ITIL) and other equivalent networking certification.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

During periods when the Mayor issues an emergency declaration for the City of Tampa, all employees may be required to work in preparation, response or recovery activities related to the stated emergency.

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