UC Engineer

World Wide Technology • Quantico, VA

78d • $125,000 - $140,000

About The Position

The UC Engineer is a dedicated, on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance. The ideal candidate is a proactive problem-solver with strong technical expertise and excellent customer service skills.

Requirements

• Ability to obtain and maintain a Secret Clearance.
• Education: Bachelor's degree or equivalent experience.
• Experience: 3+ years in a technical support or IT system administration role.
• Experience with Cisco Unity Call Manager (CUCM), including configuration and troubleshooting.
• In-depth understanding of analog and Plain Old Telephone Systems (POTS).
• Proficiency in operating systems (e.g., Windows, macOS, Linux).
• Knowledge of networking protocols and hardware.
• Familiarity with common software applications, troubleshooting tools, and IT frameworks.
• Familiarity with change management tools and IT frameworks.
• Certifications: CCNP-Collaboration, Certifications compliant with DOD 8140.03M.
• Strong communication, organizational, and interpersonal skills.
• Ability to work independently and collaboratively.

Responsibilities

• Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems.
• Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts.
• Implement and manage features like auto-attendants, call queues, and system integrations.
• Provide user training and documentation on communication systems.
• Provide first-line support for hardware, software, and network-related issues.
• Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance.
• Troubleshoot system errors and implement appropriate solutions to minimize downtime.
• Monitor and maintain IT systems, including servers, workstations, and network equipment.
• Perform regular system updates, patches, and backups to ensure system integrity.
• Ensure compliance with organizational IT policies and security protocols.
• Assist staff in understanding and using technology effectively.
• Conduct training sessions and create user-friendly documentation for common processes.
• Maintain excellent communication with users to manage expectations and provide updates on issue resolution.
• Install, configure, and maintain hardware and software systems.
• Manage inventory of IT assets and ensure timely procurement and replacement of equipment.
• Collaborate with vendors for repairs or upgrades as needed.
• Maintain detailed logs of issues, solutions, and system changes.
• Provide regular reports on system performance and support activities.
• Participate in audits and ensure compliance with regulatory requirements.
• Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations.
• Evaluate the impact of changes to systems, processes, and user workflows.
• Create and execute change management plans, including communication strategies, training sessions, and performance metrics.
• Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes.
• Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews.
• Monitor network performance and troubleshoot connectivity issues.
• Ensure network security by understanding firewalls, VPNs, and other security measures.
• Assist with setting up and managing wired and wireless network infrastructure.

Benefits

• Health, Dental, and Vision Care.
• Onsite Health Centers.
• Employee Assistance Program.
• Wellness program.
• Competitive pay.
• Profit Sharing.
• 401k Plan with Company Matching.
• Life and Disability Insurance.
• Tuition Reimbursement.
• PTO and Sick Leave (starting at 20 days per year).
• Holidays (10 per year).
• Parental Leave.
• Military Leave.
• Bereavement.
• Nursing Mothers Benefits.
• Voluntary Legal.
• Pet Insurance.
• Employee Discount Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Wholesale Trade Agents and Brokers
• Education Level: Bachelor's degree