Unified Communications Operations Technician ECS2015

Unified Communications Operations Technician:

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.

Flexibility Requirement 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

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.

• Provide system/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

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

Certification Requirement:

• IAT II 8570 certification (Security+ CE)

Additional Certification Preferences:

• Network +

• ITIL and or Agile Foundations

• CCT Collaboration (CLTECH)

• CCNP Collaboration (CLFNDU)

• CCNP Collaboration (CLCOR)

• CCNP Collaboration (CLACCM) and or (CLCNF)

Security Clearance:

• TS/SCI