System Engineer 3 - Telecommunications

This position is eligible for a hybrid (both remote and onsite) telework arrangement. Candidate's permanent residence must be in Minnesota or Wisconsin.

We are the Metropolitan Council, the regional government for the seven-county Twin Cities metropolitan area. We plan 30 years ahead for the future of the metropolitan area and provide regional transportation, wastewater, and housing services. More information about us on our website.

We are committed to supporting a diverse workforce that reflects the communities we serve.

Information Services is the central IT department supporting all divisions of the Metropolitan Council. Our 140 team members provide technology, practices, and innovative solutions that enable the Council's core services.

How your work would contribute to our organization and the Twin Cities region:

The Systems Engineer 3 - Infrastructure is a senior-level position responsible for all aspects of the Council's enterprise computing systems, including planning, testing, implementation, and support. The ideal candidate will have system administration experience in Microsoft Azure, On-premises (On-Prem) infrastructure, and automation. The position will work as part of a team, designing, building, integrating, and supporting systems that meet the METC technology needs. This position will solve problems at a high level and use their extensive knowledge to help set the future direction of the network systems at the Metropolitan Council.

The starting salary will be based on the selected candidate's experience, skills, education, and internal salary equity, and includes a generous benefits package.

Key Responsibilities:
System Administration & Maintenance
*Configure, install, and maintain Mitel phone systems, including MiVoice Business, MiCollab,
and MiContact Center.
*Monitor system performance and ensure high availability of telephony services.
*Apply firmware updates, patches, and software upgrades as needed.
*Typical daily tasks:
Manage: User accounts, call flows, auto attendants, and voicemail configurations.
Configure: Desk phones, call center changes (Mitel ACD, Contact Center Client, Mitel CCMWeb reports, Mitel IVR changes and enhancements, including voice recordings), ASD agent changes as needed, ASC call recording adds, moves, and changes, and talk-a-phone configurations.
Support: Talk-a-phones, onboarding new users with Teams phones, Mitel, and all call center applications, updating Active Directory phone numbers, and Mitel phone system adds, moves, and changes.
Support & Troubleshooting
*Provide technical support for end-users experiencing issues with Mitel phone systems.
*Troubleshoot and resolve hardware and software issues related to telephony services.
*Work with vendors and service providers to resolve complex phone system issues.
*Create and maintain documentation for troubleshooting steps, configurations, and system
changes.
*Provide advice and assistance to METC staff on Mitel systems and capabilities.
*Voicemail MACs and server troubleshooting.
*Maintenance and repairs of Mitel SRC, Teleworking servers,
*Mitel troubleshooting to ensure systems are functioning correctly. Coordinates
appropriate service outage and recovery communications through the IS Service Desk.
Security & Compliance
*Implement security best practices to protect the telephony infrastructure from unauthorized
access.
*Ensure compliance with company policies, industry, and government regulations.
*Perform regular system audits and generate reports on system usage and performance on
a routine basis.
Integration & Optimization
*Integrate Mitel systems with other business communication tools (e.g., Microsoft Teams,
CRM software, call recording systems).
*Optimize call routing, IVR, and other system features for efficiency and cost savings.
*Recommend and implement improvements for the telephony infrastructure.
Training & Documentation
*Train end-users and IT staff on Mitel system functionality and best practices.
*Develop user guides and FAQs to assist employees with common issues.

Any of the following combinations of experience designing, installing, operating, and troubleshooting Mitel telephone operating systems and completed education (degree field in the following majors: Telephone Systems Administration, Systems Engineering and Design, Systems Security, or a related field):

• High school diploma or GED AND nine (9) years of experience
• Associate's degree and seven (7) years of experience
• Bachelor's degree and five (5) years of experience

• Familiarity with call analytics and reporting tools.
• Strong analytical, problem-solving, and documentation skills.
• Experience with the Microsoft Teams telephone solution.
• Certifications in Mitel products (Mitel Certified Associate or Expert).
• Understanding of network protocols
• Understanding of telecommunication infrastructure.
• Experience working and collaborating in a diverse, multi-cultural, and inclusive environment

What knowledge, skills, and abilities should have:

• Strong experience with Mitel telephony systems (MiVoice, MiCollab, MiContact Center).
• Knowledge of VoIP, SIP trunking, and PBX configurations.
• Knowledge and understanding of network protocols and telecommunication infrastructure.
• Knowledge and familiarity with call center solutions and integrations.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Active Security Clearance or ability to obtain one (depending on the agency's requirements).
• Skilled or experienced in the Microsoft Teams telephone solution.
• Ability to work independently and collaborate with IT teams.
• Strong knowledge of VoIP, SIP trunking, PBX, and telecommunication protocols.
• Knowledge of government IT security frameworks (NIST, FIPS, DISA STIGs, etc.).
• Skilled or experienced with network troubleshooting, VLANs, QoS, and firewall configurations for VoIP traffic.
• Skilled or experienced with site-based Mitel and Microsoft Teams telephony solutions.
• Knowledge of Mitel and Microsoft Teams Direct Routing and UCaaS integrations.

Union/Grade: AFSCME
Grade: I
FLSA Status: Exempt
Safety Sensitive: No

What your work environment would be:
You would perform your work in a standard office setting. Work may sometimes require travel between your primary work site and other sites.

What steps the recruitment process involves:
1. We review your minimum qualifications.
2. We rate your education and experience.
3. We conduct a structured panel interview.
4. We conduct a selection interview.

Once you have successfully completed the steps above, then:

If you are new to the Metropolitan Council, you must pass a drug test (safety-sensitive positions only) and a background check, which verifies education, employment, and criminal history. A driving record check and/or physical may be conducted if applicable to the job. If you have a criminal conviction, you do not automatically fail. The Metropolitan Council considers felony, gross misdemeanor, and misdemeanor convictions on a case-by-case basis, based on whether they relate to the job and whether the candidate has demonstrated adequate rehabilitation.

If you are already an employee of the Metropolitan Council, you must pass a drug test (if moving from a non-safety sensitive position to a safety sensitive position). A criminal background check is required if the job you're applying for is safety sensitive, is a supervisory or management job, is in the Finance, Information Services, Audit, or Human Resources departments, or has access to financial records, files/databases, cash, vouchers, or transit fare cards. A driving record check and/or physical may be conducted if applicable to the position.

IMPORTANT: If you make a false statement or withhold information, you may be barred from job consideration.

The Metropolitan Council is an Equal Opportunity, Affirmative Action, and veteran-friendly employer. The Council is committed to a workforce that reflects the diversity of the region and strongly encourages persons of color, members of the LGBTQ community, individuals with disabilities, women, and veterans to apply. If you have a disability that requires accommodation during the selection process, please email HR-OCCHealth@metc.state.mn.us.