Network Support Technician Level 3 2283
IC-CAP LLC is a Woman Owned / HUBZone Small Business working in the Department of Defense and Intelligence Community. We are always looking for highly talented, energetic, and dynamic professionals that are interested in protecting the defense of our nation.
We are looking to fill this position at the following location(s):
- Colorado Springs, CO
Network Support Technician Level 3:
IC-CAP is currently seeking a talented CUCM (Cisco Unified Communication Manager) VoIP/DVTC Administrator with an active TS/SCI clearance to provide maintenance and advanced support for customers globally. The successful candidate will be responsible for providing all voice over IP networks and some Video Teleconferencing within the Enterprise; supporting a 24x7 NOC (Network Operations Center). Responsibilities include Tier II / Tier III resolution and customer support for all managed networks. Candidate must familiar with the use of Cisco Call Manager, Cisco Unity, Tandberg Management Suite (TMS), and various other tools as required.
NOC is 24x7 shift work; to include weekends and holiday for all employees
Day Shift: 6am – 2:30pm
Swing Shift: 2pm – 10:30pm
Mid Shift: 10:30pm – 6am
Skills and Task - Exceptionally Complex:
Researches and evaluates new concepts and processes to improve performance.
Analyzes cross-functional problem sets, identifies root causes and resolves issues.
Assists more junior level technicians, specialists, and managers in their activities.
Can perform all tasks of lower level technicians, specialists, and/or managers.
Works individually, actively participates on integrated teams, and leads multiple tasks, projects or teams.
Oversees and monitors performance, and when required, takes steps to resolve issues.
Directs multiple teams through to project completion.
Provides guidance and direction to lower level technicians, specialists, and managers.
Technical knowledge of VoIP / IP telephony systems, software, hardware, and Telecommunications standards, Unified Communications Manager, Unity Connection, and
Understanding of call routing to include calling search spaces and partitions, route patterns, trunks and gateways
Experience voice gateways and CUBEs
Experience with VTC equipment such as Cisco Telepresence Management Suite, Tandberg and Cisco CODECs, Gatekeepers, Gateways and MCUs.
Possess understanding of TCP/IP, H323, E164 and SIP protocols.
Ability to troubleshoot common VoIP & VTC issues to include identifying and correcting issues with endpoints, trunks, dial plans, and profiles
Experience with analog gateways
Understanding of the Tandberg Management System -Licensing of devices and servers (VoIP and DVTC)
Ability to troubleshoot common VTC issues to include the identification of failed endpoints, bandwidth saturation, or mis-configured conferences
Ensure compliance with network security policies and procedures
Assist in the development of the training, local guides, Rules of Engagement (ROE) policies and Standard Operating Procedures (SOP) as they pertain to the Unified Communications environment.
Create and report all outage notifications and network related issues according to standard operating procedures
Comprehensive knowledge of network topology; along with networked hardware and software tools listed above
Participate in engineering projects or upgrades as tasked by management
Interface with vendors to ensure proper performance of tools and software packages.
Provides training and technical guidance to lower tier employees.
Education and Experience:
High School Diploma + 9 years
Associate's Degree + 7 years
Bachelor's Degree + 5 years
Master's Degree + 3 years
PhD + 0 years
⦁ Interpersonal Skills
⦁ Effective Communication skills - verbal and written
⦁ Listening skills
⦁ Problem analysis and problem solving
⦁ Attention to detail and accuracy
⦁ Customer Service oriented
⦁ Ability to work independently within a Team Concept
⦁ Ability to multitask in a stressful environment.
Training and Certifications:
DoD 8570 compliance or information assurance certification commensurate with technical objectives and services required within the task order.
Applicable software or hardware training and certifications commensurate with the technical objectives, services required and IT environment specified within the task order.
Must have a TS/SCI Clearance and the ability to obtain required Polygraph