Sr UC Field Support Engineer

ASM Research•University, FL

2d•Onsite

About The Position

Lead UC field support operations for client locations in the Southeast region. Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites.

Requirements

Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience
7+ years of UC experience with Cisco CCNP Collaboration (or higher).
3+ years team lead or senior engineer experience
Public Trust clearance

Nice To Haves

Master’s Degree preferred.
Experience in leading large deployments and migrations, providing Tier 3 escalation support, developing standards and automation, VTC, digital signage, paging, telecom, LAN, SIP, ISDN, ePRI/PRI/POTS, unicast/multicast, local exchange carriers, IP-PBX, QoS, and related protocols across large, geographically dispersed networks.
Hands-on experience with VTC systems, conference room AV, telephony endpoints.
Experience supporting multiple sites and regional operations.
Expert in: VTC systems, conference room AV, desk phones, softphones, video bridging
Strong knowledge: Avaya phones, Microsoft Teams devices, Cisco endpoints, digital signage, IPTV.
Familiarity with: Troubleshooting methodologies, ticketing systems (ServiceNow), asset management
AV/VTC certifications (CTS, Cisco, Polycom, Logitech) preferred.
Microsoft Teams or Avaya support certifications desired.
ITIL Foundation (preferred).

Responsibilities

Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training.
Manage digital signage deployments and ongoing support (250 players across enterprise).
Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards).
Coordinate and lead regional UC equipment deployments and installations.
Provide hands-on technical support for conference room AV systems, displays, projections, microphones.
Support VTC bridge sessions (Point-to-Point, Webex, PEXIP/CVI to Teams).
Manage secure telephone installations and support (<100 secure phones enterprise-wide).
Respond to UC incidents and service requests with timely resolution.
Coordinate with vendors and contractors for UC equipment installation and maintenance.
Mentor and provide technical guidance to UC Field Support Engineers.
Travel to client sites within Southeast region as needed for on-site support.
Participate in on-call rotation for after-hours UC support.
Document UC issues, resolutions, and lessons learned in knowledge base.
Support asset management and inventory tracking for UC equipment.
Provide user training and orientation for UC systems and equipment.