Unified Communications Operations Technician
IT Veterans is seeking a Unified Communications Operations Technician for the Washington, DC area. The ideal candidate will be responsible for providing maintenance and advanced support for customers globally across various domains. You 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.
Shift Flexibility Requirement:
NOC is 24x7 to include weekends and holiday for all employees (shifts are not regularly rotated).
o Day Shift: 6am – 2:30pm
o Swing Shift:2pm – 10:30pm
o Mid Shift:10:30pm – 6am
⦁ 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
⦁ Ensure compliance with network security policies and procedures.
⦁ Provide system/equipment/specialized training and technical guidance to lower skill level employees.
⦁ IAT II certification is required (Security+CE)
⦁ Must have TS/SCI clearance with the ability to gain a CI poly.
⦁ 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
Additional Certification Preferences:
ITIL and or Agile Foundations
CCT Collaboration (CLTECH)
CCNP Collaboration (CLFNDU)
CCNP Collaboration (CLCOR)
CCNP Collaboration (CLACCM) and or (CLCNF)
At IT Veterans LLC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion among our teammates is critical to our success.