VTOC-Network Engineer

Job Description:

UDS Video Teleconferencing Operations Center (VTOC) Network Engineer provides Tier I - Tier III support.  The VTOC team monitors all VTC sessions, conferences, and VTC hardware, troubleshoot and resolve issues as they arise during video conference calls, escalating and collaborating with engineering teams from other contracts when as needed.  The VTOC Network Engineer leverages the Remedy ticketing system to maintain an efficient accountability of system problems and resolutions to assist in identifying trends and system improvements.  

Primary Responsibilities:

• Provide VTC Operational Support for all NGA Campus East and West conference rooms and private offices
• Perform new installations, implement upgrades, modify existing installations on multiple vendor models of collaboration endpoints
• Scheduling and managing local and remote AV/VTC events, to include scheduling of physical room space when required
  • Assist customers with scheduling conflicts of NGA conference rooms and or VTCs on multiple networks
  • Develop documentation such as diagrams, troubleshooting guides, and topology diagrams to be utilized by different levels of support staff for troubleshooting.
  • Schedule Joint Worldwide Intelligence Communications System (JWICS) VTCs using the JWICS scheduling system integrated with TMS for external Agencies
  • Monitor VTCs using the Tele-presence Management Suite (TMS)
  • Monitor live VTCs for audio/video issues
  • Take remote control of ongoing VTCs for additional customer support
  • Provide remote support using VNC Viewer
  • Provide in person technical support when required
  • Act as first responders (identify problems)
  • Resolve scheduling conflicts as they occur
  • Assist with recording of VTC sessions
  • Provide customers with individual/group training upon request.
• Generate Tier 1-3 incident tickets in ServiceNow
• Provide Closed Captioning Support for all Tier 1 VTC for the hearing-impaired community
• Provide user education and training on VTC equipment and other basic hardware and software functions

Basic Qualifications:

• TS/SCI Clearance w/ ability to obtain CI Poly
• Working knowledge of the OSI model
• Experience or knowledge of
  • Cisco TelePresence Management Suite (TMS)
  • CISCO Telepresence 6000, 8000 MXP, EX90, DX80, SX20
  • H323, H320 and SIP protocols
• Excellent troubleshooting capabilities and strong communication skills.
• Strong work ethic and attention to detail
• Strong time management skills and ability to work flexible schedules to meet job requirements
• Ability to work independently on projects and/or tasks
• Security+

Education & Experience:

• Bachelor’s Degree and 8+ years of prior relevant experience or a combination of years of experience and education.