Unified Communications Administrator – Tier 2

The Bison Group•Washington, DC

4d•$140,000 - $160,000

About The Position

The Unified Communications Administrator – Tier 2 joins a team providing enterprise UC&C services, including video teleconferencing (VTC), Voice over IP (VoIP), instant messaging, presence, audio/video streaming, and some PBX phone support. The role provides tiered technical support to customers using managed DCE/DTE equipment and scheduled or active video teleconferences. The administrator will work with 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 other tools as required. This is a 10-hour shift position with four days on and three days off; the specified schedule is 16:00–16:00 Sunday through Wednesday. The role provides technical support, troubleshooting, scheduling, monitoring, upgrades, security-policy compliance, documentation, training, and assistance with special projects.

Requirements

TS/SCI security clearance and ability to obtain a CI polygraph.
Mandatory IAT II certification.
One of the following education and experience combinations: high school diploma/GED plus 7 years; associate degree plus 5 years; bachelor's degree plus 3 years; or master's degree plus 1 year.
Technical knowledge of VoIP/PBX telephony systems, telecommunications standards, and Cisco Unified Communications Manager.
Knowledge of IM and presence systems, audio/video streaming, and VTC equipment.
Ability to use ticketing software to manage and prioritize workload and resolve issues and requests.
Understanding of dialing protocols including H.323, E.164, and SIP.
Ability to work the specified 10-hour shift, Sunday through Wednesday, with three days off.

Nice To Haves

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

Responsibilities

Provide technical knowledge and support for VoIP/PBX telephony systems, software, hardware, telecommunications standards, and Cisco Unified Communications Manager.
Support instant messaging and presence systems such as Cisco Jabber, Webex, or Microsoft Teams.
Support audio/video streaming systems, including set-top boxes, Vbrick Rev, and Cisco Integrated Management Controller (IMC).
Provide technical support for VTC equipment, including TMS, CODEC, MCU, and CMS.
Provide equipment and specialized training, technical guidance to lower-skill employees, and project support to engineering.
Use knowledge of network topology and associated networked hardware and software tools.
Provide VTC scheduling, monitoring, administrative support, and technical assistance to customers.
Use ticketing software to manage and prioritize workload and resolve break/fix issues and service requests.
Perform IOS and software upgrades.
Troubleshoot common UC&C issues involving endpoints, bandwidth saturation, profiles, and misconfigurations; perform root cause analyses.
Assist with developing training materials, local guides, and standard operating procedures for the UC environment.
Perform patching and ensure compliance with network security policies and procedures.
Create and report notifications according to standard operating procedures.
Assist with assigned responsibilities and participate in special projects as tasked by management.