Unified Communications Operations Technician ECS2055

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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.  

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

    Colorado Springs, CO

Job Description

Unified Communications Operations Technician:



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 conferencing, telephone, voice mail, desktop sharing, instant messaging, presence, audio visual streaming and more. Position level and responsibilities are based on tiered skills allowing for advancement opportunities.




Job Description:


General Dynamics IT is currently seeking a talented Unified Communications and Collaboration (UC&C) Operations Technician with 2 to 5+ years’ experience and with an active TS/SCI clearance to provide maintenance and advanced support for customers globally across various domains. 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 conferencing, telephone, voice mail, desktop sharing, instant messaging, presence, audio visual streaming and more. Position level and responsibilities are based on tiered skills allowing for advancement opportunities.




Shift Flexibility Requirement:


  • NOC is 24x7 to include weekends and holiday for all employees (shifts are not regularly rotated).

  • 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.




Responsibilities:


  • Utilize VC Wizard, Telepresence Management Suite (TMS), Cisco border controllers (CUBE/VCS), Codian / Cisco Meeting Management (CMM) Multipoint Control Units (MCU) and Cisco Meeting Server (CMS) to provide Video Tele-Conference (VTC) services and support to include scheduling, monitoring, administrative support, and technical assistance to customers.

  • Manage resource availability and conflicts for Video Networks.

  • Maintenance of onsite Private Branch Exchange (PBX) analog telephone system.

  • Utilize Cisco Unified Communications Manager (CUCM) to provide digital voice and video calling, voice mail, Instant Message (IM) and Presence.

  • Utilize set top boxes, Vbrick Rev, and Cisco Integrated Management Controller (IMC) to provide live and on-demand digital Audio/Video streaming of high priority 

  • alerts, specialized programming, plus television broadcast network.

  • Utilize Unified Contact Center Express (UCCX) to provide solution for automatic call distribution for NOC agents.

  • Utilize Service Now to prioritize then complete assigned request and break fix tickets.

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

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

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

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

  • environment.

  • Ensure compliance with network security policies and procedures.

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

  • Complete 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




Additional Certification Preferences:


  • Network +, ITIL and or Agile Foundations, CCT Collaboration (CLTECH), CCNP Collaboration (CLFNDU), CCNP Collaboration (CLCOR), CCNP 

  • Collaboration (CLACCM) and or (CLCNF).




Training and Certifications:


  • IAT Level 2




Security Clearance;


  • TS SCI 



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Unified Communications Operations Technician ECS2055
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