Telecommunications Engineer

DIGIT is seeking a Telecommunications Engineer to provide end to end service management of telecom services. This includes the delivery of information and communication technology services, supports user requests to process services such as local and long-distance phone services that support critical life safety systems including: fire alarm systems, elevators, and intrusion detection alarms, as well as voice and data circuits using managed service provider(s) and other commercial contracts. Qualified individuals will analyze the existing network infrastructure and equipment to identify opportunities for improvement, engineer and recommend solutions that meet business requirements, support installations, relocations, moves, and changes to the engineered telecommunications infrastructure solution, and work directly with customers and service providers to resolve service degradations and outages.

As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.

Requirements:
This position shall perform the following (to include but not limited to) activities:

• Review tickets for circuit orders and update tickets as circuit order progresses to keep customers informed on progress (GSA).
• Work with customers to understand phone line use and if the line is still needed or can be disconnected (GSA).
• Coordinate and track site surveys, transitions, vendor meets, repairs, tech issues, rescheduling with GSA POCs.
• Work with customers and modernization contractors to gather and document technical and business telecom-related requirements, recommending cost-effective solutions that meet requirements and remain within GSA IT standards.
• Review PIAB & IPVS site surveys from MetTel for quality and accuracy before BOM is created or equipment ordered.
• Work directly with building managers and their O&M staff to prepare them for service transitions or installations, such as providing guidance related to electrical requirements to support PIAB installations.
• Review BOMs to ensure equipment and provisioning plans align with documented functional and solution requirements
• Ensure services and lines are working following install or transition work - e.g. perform testing and confirmation with GSA employees and building managers.
• Work with vertical lift and fire protection SMEs across GSA to ensure the telecom solutions such as POTS in a Box (PIAB) remain aligned to their functional and code-related requirements
• Work with various GSA IT leads to review solution challenges or limitations and be able to recommend solution improvements.
• Incident management - gather issue details from customer, understand what questions to ask based on description of problem and knowledge of solution, perform initial troubleshooting as appropriate, escalate to service provider or other support groups as necessary.
• Escalation point for service providers during transitions or customer support interactions, providing guidance to onsite or remote technicians and coming up with creative approaches to get work completed.
• Respond to various customer requests for information about telephone lines, reporting outages; assistance with incidents or service requests.
• Provide support, guidance, input, documentation as needed to support GSA's initiative to get the telecom inventory into ServiceNow and check for accuracy.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Required Skills:

This following are REQUIRED for this position:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks.
• Operates with appreciable latitude in developing methodology and presenting solutions to problems.
• Contributes to deliverables and performance metrics where applicable.
• Design or configure voice, video, and data communications systems.
• Supervise installation and post-installation service and maintenance.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.
• Demonstrated working knowledge of building demarcations (demarcs) and telecommunication rooms (TRs), including how they connect (e.g., house pairs, risers, and building wiring infrastructure)

Preferred Skills:

The following are DESIRED for this position:

• Familiarity with ServiceNow and Conexus platforms.
• General understanding of POTS, fire and elevator safety lines, VoIP, demarcation points, termination concepts including punchdown, bridges, CSU/DSU, etc.
• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• Must be willing to work a variety of shifts, including holidays as scheduled.

Education and Experience:

· 2 - 7 years of experience and bachelor's degree

· Experience as a remote worker demonstrating time management and self-discipline with cultural change management and Agile mindset.

Benefits:
SES provides a competitive salary and the following benefits:

• Medical
• Dental
• Vision
• AD&D
• STD
• LTD
• Company paid Life Insurance
• 401k with employer contribution
• Paid Time Off
• Pet Insurance