UC VOIP Technician ECS2014

UC VOIP Technician:

Responsible for providing multiple services in the realm of Unified Communications to include voice over IP (VoIP) on several networks, some analog phone services, Video Teleconferencing (VTC), Instant Messaging (IM) and video streaming within the Enterprise; supporting a 24x7 NOC (Network Operations Center). Responsibilities include Tier II resolution and customer support for all managed networks. Candidate must be familiar with the use of Cisco Call Manager, Cisco Unity, Multipoint

Control Unit (MCU), Telepresence Management Suite (TMS) and various other tools as required.

Flexibility 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

Level 2:

• Skills and Task - Complex: Develops new concepts and processes. Analyzes root causes and resolves issues. Supports more junior level technicians and specialists in their activities. Can perform all tasks of lower level technicians or specialists.

• Leadership/Management: 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.

• Guidance: Directs multiple teams through to project completion. Provides guidance and direction to lower level technicians, specialists, and managers.

Desired Skill Level Requirements:

• Technical knowledge of VoIP / analog telephony systems, software, hardware, and Telecommunications standards, Unified Communications Manager, Unity

• Connection, and Unified Presence.

• Technical knowledge of VTC equipment such as Cisco Telepresence Management Suite, Tandberg and Cisco CODECs and MCUs.

• Technical knowledge of instant messaging systems, preferably Cisco Jabber.

• Technical knowledge of video streaming to include set top box and Vbrick.

• Ensure compliance with network security policies and procedures.

• Possess understanding of TCP/IP, H323, E164 and SIP protocols.

• Ability to troubleshoot common UC 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.

• 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 Tier III projects or upgrades as tasked by management.

• Assist in Tier I responsibilities as tasked by management.

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

• Provide After Action Reports (AARs) for Problem Management resolution.

• 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 multi-task 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

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.

Security Clearance:

• TS/SCI