Unified Communications Operations Technician - TS/SCI required

General Dynamics IT 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 24x7 NOC (Network Operations Center) 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 VC Wizard, 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.

Flexibility Requirement:

• NOC is 24x7 shift work; to include weekends and holiday for all employees
  • Day Shift: 6am – 2:30pm
  • Swing Shift: 2pm – 10:30pm
  • Mid Shift: 10:30pm – 6am

Skill Level Determinations:

• Technical knowledge of VoIP / PBX telephony systems, software, hardware, and Telecommunications standards, Cisco Unified Communications Manager.
• Technical knowledge of IM systems like Cisco Jabber 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.
• 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.
• Manage resource availability and conflicts for Video Networks.
• 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.
• Assist in the development of the training, local guides, Rules of Engagement (ROE) policies and Standard Operating Procedures (SOP) as they pertain to the UC environment.
• Ensure compliance with network security policies and procedures.
• Create and report all outage notifications and network related issues according to standard operating procedures.
• Provides system/equipment/specialized training and technical guidance to lower skill level employees.
• Assist in responsibilities as tasked by GDIT Management.
• Participate in special projects as required by GDIT Management.

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

Education Requirement:

Degree in related technical discipline; or the equivalent combination of education; technical certifications or training; or 3+ years of directly related work experience.  Training in the realm of UC&C as appropriate to technical skill level for position.

Certification Requirement:

IAT II (Security+ CE)

Certification Preferences:

Network +

ITIL Foundations

Agile Foundations

CCT Collaboration (CLTECH)

CCNP Collaboration (CLFNDU)

CCNP Collaboration (CLCOR)

CCNP Collaboration (CLACCM) and or (CLCNF)

Clearance Requirement:

Must have a TS/SCI Clearance and the ability to obtain required Polygraph.

The likely salary range for this position is $80,000 - $120,000, this is not, however, a guarantee of compensation or salary; rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

View information about benefits and our total rewards program.