Tier 3 Unified Communications Administrator

CACI International

About The Position

CACI is currently seeking a talented Unified Communications and Collaboration (UC&C) Operations Technician with an active TS/SCI clearance to provide maintenance and advanced support for customers globally. The successful candidate would be joining a team that provides multiple services in the realm of UC&C to include Video Teleconferencing (VTC), Voice over IP (VoIP), Instant Messaging (IM), Presence, Audio/Video Streaming with some Public Branch Exchange (PBX) phone support within the enterprise. Responsibilities are based on tiered skill level for resolution supporting customers on all managed DCE/DTE plus scheduled or active Video Teleconferences. Candidate will become familiar with the use of Cisco Unified Communications Manager (CUCM), Cisco border controllers (CUBE/VCS), Multipoint Control Unit (MCU), Cisco Meeting Server (CMS), Telepresence Management Suite (TMS), Vbrick Rev, Integrated Management Controller (IMC) and various other tools as required. The Enterprise Communications Services 3 (ECS3) program supports our intel customer across its CONUS & OCONUS operating locations. Our focus includes the design, transition, operations, and continual service improvement to include tech modernization, tech refresh, activities associated with customer Unified Communication (UC) services. Our mission on this program will be the design, transition, operations, and continual service improvement to include tech modernization, tech refresh, or Capital Equipment Replacement Program (CERP) activities associated with the clients' LANs, WAN and Unified Communication services. Become a part of our great team and make a difference.

Requirements

Must have a TS/SCI Clearance and the ability to obtain a Polygraph.
Current IAT level II certification (ex: Security+)
7+ Years of relevant experience
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.

Nice To Haves

Network +
ITIL Foundations or Agile Foundations
CCT Collaboration (CLTECH)
CCNP Collaboration (CLFNDU)
CCNP Collaboration (CLCOR)
CCNP Collaboration (CLACCM) and or (CLCNF)

Responsibilities

Technical knowledge of VoIP / PBX telephony systems, software, hardware, Telecommunications standards, and Cisco Unified Communications Manager.
Technical knowledge of IM systems like Cisco Jabber, Webex or Microsoft Teams and Presence Services.
Technical knowledge of Audio/Video Streaming to include set top box, Vbrick Rev, and Cisco Integrated Management Controller (IMC).
Technical knowledge of VTC equipment such as TMS, CODEC, MCU and CMS.
Technical knowledge to provide system/equipment/specialized training, technical guidance to lower skill level employees and support engineering with projects.
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.
Familiarity with ticketing software to manage plus prioritize workload and the ability to resolve break/fix and requests.
Ability to perform IOS and Software upgrades.
Possess understanding of dialing protocols to include H.323, E.164 and SIP.
Ability to troubleshoot common UC&C issues to include identifying and correcting issues with endpoints, bandwidth saturation, profiles, and misconfigurations then perform root cause analyses.
Ability to assist in the development of the training, local guides, and Standard Operating Procedures (SOP) as they pertain to the UC environment.
Ability to perform patching and ensure compliance with network security policies/procedures.
Experience with utilizing proactive monitoring tools to identify potential outages and creating/reporting notifications according to standard operating procedures.
Assist in responsibilities and participate in special projects as tasked by Management.