Unified Communication Tier I Technician ECS2037
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.
We are looking to fill this position at the following location(s):
- Colorado Springs, CO
Unified Communication Tier I Technician:
IC-CAP is currently seeking a talented Unified Communication (UC) Technician with an active TS/SCI clearance to provide maintenance and advanced support for customers globally. The successful candidate will be responsible for providing multiple services in the realm of Unified Communications to include Video Teleconferencing (VTC), Instant Messaging (IM), voice over IP (VoIP) on several networks, some analog phone services, and video streaming within the Enterprise, supporting a 24x7 NOC (Network Operations Center). Responsibilities include Tiered level resolution and customer support on all managed endpoints plus scheduled or active Video Teleconferences. Candidate should be familiar with the use of Cisco Unified Communications Manager (CUCM), Multipoint Control Unit (MCU), Telepresence Management Suite (TMS) and various other tools as required; will become familiar with the use of VC Wizard.
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 - 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 may also lead a task, project or team.
Guidance: Requires guidance and direction from more senior level technicians, specialists, and managers only when dealing with new, uncertain situations. Provides guidance to lower level technicians and specialists.
Skill Level Requirements:
Technical knowledge of VoIP / analog telephony systems, software, hardware, and Telecommunications standards, Cisco Unified Communications Manager.
Technical knowledge of instant messaging systems, preferably Cisco Jabber.
Technical knowledge of video streaming to include set top box and Vbrick.
Technical knowledge of VTC equipment such as Cisco Telepresence Management Suite, Tandberg and Cisco CODECs and MCUs.
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 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.
Ensure compliance with network security policies and procedures.
Create and report all outage notifications and network related issues according to standard operating procedures.
Providessystem/equipment/specialized training and technical guidance to lower skill level employees.
Provide After Action Reports (AARs) for Problem Management resolution.
Assist in responsibilities as tasked by Management.
Participate in special projects as required by Management.
Effective Communication skills - verbal and written
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
CCNP Collaboration (Highly Desired)
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