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Senior Unified Communications Operations Technician ECS2060


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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.  

Some of the positions are future positions.  Please look at the opening line of the job description to determine if this is an open or future position.


Our positions are not remote unless stated in the job description below.

We are looking to fill this position at the following location(s):

    Colorado Springs, CO

Job Description

Senior Unified Communications Operations Technician:

Job Description:

The successful candidate would be joining a 24x7 NOC (Network Operations Center) team that provides multiple services in the realm of UC&C to include Video Teleconferencing (VTC), Voice over IP (VoIP), Instant Messaging (IM), Presence, Audio/Video Streaming with some Public Branch Exchange (PBX) phone support within the enterprise. Responsibilities are based on tiered skill level for resolution supporting customers on all managed DCE/DTE plus scheduled or active Video Teleconferences. Candidate will become familiar with the use of VC Wizard, Cisco Unified Communications Manager (CUCM), Cisco border controllers (CUBE/VCS), Multipoint Control Unit (MCU), Cisco Meeting Server (CMS), Telepresence Management Suite (TMS), Vbrick Rev, Integrated Management Controller (IMC) and various other tools as required.

Shift Requirement:

  • NOC is 24x7 shift work; shifts may include weekends and/or holidays.

  • Day Shift: 6am – 2:30pm

  • Swing Shift: 2pm – 10:30pm

  • Mid Shift: 10:30pm – 6am

Skill Level Determinations:

  • Technical knowledge of VoIP / PBX telephony systems, software, hardware, and Telecommunications standards, Cisco Unified Communications Manager.

  • Technical knowledge of IM systems like Cisco Jabber or Microsoft Teams and Presence Services

  • Technical knowledge of Audio/Video Streaming to include set top box, Vbrick Rev, and Cisco Integrated Management Controller (IMC).

  • Technical knowledge of VTC equipment such as TMS, CODEC, MCU and CMS.

  • Comprehensive knowledge of network topology; along with networked hardware and software tools listed above.

  • Familiarity with VTC service and support to include scheduling, monitoring, administrative support, and technical assistance to customers.

  • Manage resource availability and conflicts for Video Networks.

  • Possess understanding of dialing protocols to include H.323, E.164 and SIP.

  • Ability to troubleshoot common UC&C issues to include identifying and correcting issues with endpoints, bandwidth saturation, profiles, and misconfigurations.

  • Assist in the development of the training, local guides, Rules of Engagement (ROE) policies and Standard Operating Procedures (SOP) as they pertain to the UC environment.

  • Ensure compliance with network security policies and procedures.

  • Create and report all outage notifications and network related issues according to standard operating procedures.

  • Provides system/equipment/specialized training and technical guidance to lower skill level employees.

  • Assist in responsibilities as tasked by Management.

  • Participate in special projects as required by Management.

Key Competencies:

  • Interpersonal Skills

  • Effective Communication skills - verbal and written.

  • Listening skills

  • Problem analysis and problem solving

  • Attention to detail and accuracy.

  • Customer Service oriented

  • Adaptability

  • Ability to work independently within a Team Concept

  • Ability to multitask in a stressful environment.

Education and Experience:

  • High School Diploma + 7 years

  • Associate's Degree + 5 years

  • Bachelor's Degree + 3 years

  • Master's Degree + 1 years

  • PhD + 0 years

Certification Requirement:

  • IAT II (Security+ CE)

Certification Preferences:

  • Network +

  • ITIL Foundations

  • Agile Foundations

  • CCT Collaboration (CLTECH)

  • CCNP Collaboration (CLFNDU)

  • CCNP Collaboration (CLCOR)

  • CCNP Collaboration (CLACCM) and or (CLCNF)

Security Clearance:

  • TS SCI CI poly

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