Unified Communications Technician
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
CACI is seeking a Unified Communications Technician to join our technical operations and maintenance team on a contract supporting Department of Homeland Security’s enterprise unified communications network and infrastructure. The UC Technician will be primarily focused on UC systems (Cisco Call Manager, Cisco VTC, Microsoft Teams) administration, responds to monitoring alerts and managing incidents through resolution in a 24/7/365 environment. They will quickly identify and resolve issues impacting the enterprise, document root cause analysis, complete requests, and maintain the enterprise UC systems.
**What You’ll Get to Do:**
Serve as a Unified Communications Technician responsible for troubleshooting and maintenance. Responsibilities include:
+ Manage, troubleshoot, and maintain Unified Communication Audio and Video technologies, Cisco Networking and VoIP technologies, and Microsoft Teams.
+ Assist with implementation and testing of new UC solutions and technologies into the enterprise, and ensure collaborative environment is highly available and functions as a mission critical service.
+ Apply modern configuration management practices to endpoint management.
+ Proactively monitor and measure systems performance to detect trends and identify problems prior to user impact.
+ Respond to system alerts, triage, troubleshoot and resolve incidents.
+ Work closely with other support members and teams to ensure incident events are handled in a timely manner.
+ Handle incoming escalations from the Service Desk, Network Operations Security Center, and other support teams.
+ Document and track incidents in ServiceNow.
+ Perform patching, updates, upgrades, refreshes, and other maintenance activities.
+ Join troubleshooting bridge calls for major incidents.
+ Communicate directly with end-users as necessary to resolve issues and complete requests.
+ Assist with postmortem related activities and support various efforts related to operational improvements.
+ Assist management with identifying and implementing new/improved processes, change control processes, new request processes, report generation, and ad-hoc requests.
+ Contribute to the documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, job aids, and user guides.
+ Continuously cross-train to also support other technical tasks and responsibilities on the systems and/or network engineering support teams.
+ Perform additional duties as assigned.
**You’ll Bring These Qualifications:**
+ Ability to obtain DoD Security Clearance
+ Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred
+ B.S. + 8 years of applicable experience
+ Technical knowledge of VoIP/PBX telephony systems, software, hardware, and telecommunication standards.
+ Strong hands-on experience with products: Cisco Unified Call Manager (CUCM), Cisco VoIP, Cisco Meeting Management (CMM), Cisco Meeting Server (CMS), Cisco Telepresence Management Suite (TMS), Cisco Unified Contact Center, Expressway, Webex, Cisco Jabber, and Microsoft Teams
+ Strong experience working with Cisco Emergency Responder (CER), Cisco Unity Connection (CUC), Cisco Presence Server (IM&P) and Cisco Unified Contact Center Enterprise (UCCE)
+ Working knowledge in UC and how it works in a collaborative environment over switching, routing, firewall, balancers, cloud, MPLS, QoS and WAN technologies, along with the ability to document this using Visio and office documentation processes
+ ITIL Foundation certification (not required to start but expected to attain in first six months)
+ Flexibility to work MON – FRI, 6am – 2pm or 10am – 6pm
+ Work on-call rotation to respond to incident escalations
+ Experience in using ServiceNow service management software to document incidents and service requests
**These Qualifications Would be Nice to Have:**
+ Previous DHS or DoD experience
+ CCNP Collaboration on Telepresence/Video
+ Possess an understanding of dialing protocols to include H.323, E.164, and SIP
+ Working knowledge of TMS, CODEC, MCU and CMS VTC Equipment
+ Familiarity of NIST security guidelines, such as 800-53 and 800-63, and good understanding of security fundamentals, as well as authentication with OAuth, SAML etc.
**What We Can Offer You:**
+ We’ve been named a Best Place to Work by the Washington Post.
+ Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
+ We offer competitive benefits and learning and development opportunities.
+ We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
+ For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer – Females/Minorities/Protected Veterans/Individuals with Disabilities.
As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.