Unified Communications Technician

National Capitol Contracting LLC • Washington, DC

4h • $75,000 - $80,000

About The Position

NCC is seeking a Unified Communications Technician to work in an operations and maintenance environment alongside telecommunications engineers and analysts. The role maintains and updates unified voice, video, and web conferencing infrastructure and services, providing full-lifecycle engineering support so that communication solutions are secure, effective, efficient, complete, and responsive. The technician helps develop integrated communications solutions for enterprise users, supports system health and network design, and maintains subject-matter expertise in unified communications technologies and system administration.

The position provides Tier 2/3 support for issues that may require shift work or after-hours call-in to meet customer SLAs. The schedule is Monday through Friday, 9:00 a.m. to 5:30 p.m., with flexibility to meet customer needs, and includes monthly weekend maintenance. The role requires the ability to lift up to 50 pounds, crouch and crawl into small spaces, carry equipment between rooms and floors, and sit or stand for prolonged periods. Compensation is $75,000–$80,000.

Requirements

• Ability to obtain a Public Trust government security clearance and pass a criminal background and credit check.
• Four years of related experience.
• Strong understanding of Avaya Communication Manager and Unified Communications products, including Microsoft Teams Voice.
• Experience installing and supporting Avaya 96xx IP and SIP phones.
• Knowledge of Avaya Aura 7.X.
• Experience installing and supporting Microsoft Teams phones and endpoints.
• Hands-on experience assessing, managing, patching, upgrading, and mitigating vulnerabilities in Avaya on Windows or Linux servers.
• Experience using Session Manager and System Manager.
• Experience implementing and configuring Avaya Call Center.
• Experience providing voicemail support.
• Knowledge of cabling standards and ability to perform minor ad-hoc cabling requests.
• Ability to make ad-hoc hardware repairs.
• Strong experience with Microsoft Teams Voice services.
• Ability to assure maximum system uptime, component patching, alarm resolution, and disaster recovery and continued-operation planning.
• Knowledge of new and emerging technologies and their potential application to client engagements.
• Excellent client management skills and ability to set and manage customer expectations.
• Ability to communicate difficult or sensitive information tactfully.
• Ability to resolve or escalate issues appropriately and in a timely fashion.
• Ability to work and collaborate effectively with current team members.
• Ability to lift up to 50 pounds, crouch and crawl into small spaces, carry large equipment between rooms and floors, and sit or stand for prolonged periods.
• Ability to work Monday through Friday, 9:00 a.m. to 5:30 p.m., with flexibility to meet customer needs and perform monthly weekend maintenance.

Nice To Haves

• BA or BS degree.
• Avaya Certified Support Specialist certification.
• Microsoft Teams Voice Specialist certification.
• CCNA certification.
• Experience with MS Office, Avaya CM/UC products, Linux OS, VMware ESXi, Securelogix ETM, and Microsoft Teams Voice.

Responsibilities

• Maintain and update unified voice, video, and web conferencing infrastructure and services, providing full-lifecycle engineering support.
• Generate innovative, intuitive, and integrated communications solutions to meet enterprise users’ needs.
• Perform communications system health assessments, including reviewing device health and collecting performance-related data.
• Integrate technical requirements and design goals into the overall enterprise network design.
• Maintain subject-matter expertise in unified voice, data, and video technologies and system administration.
• Provide Tier 2/3 support to investigate and resolve problems, inefficiencies, and performance issues, including after-hours support as needed to meet customer SLAs.
• Manage customer-reported issues in ticketing systems by opening, maintaining, and closing tickets to meet SLA and KPI initiatives.
• Perform monthly weekend maintenance.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time