The Enterprise Communications Services 3 (ECS3) program supports our intel customer across its many operating locations. Our focus is to help the organization technically transform its current services by leading edge technology insertions. To accomplish this, we are charged with development of new designs, its implementation, and operation of the new and or enhanced services. Over the life of the contract, we will drive continual service improvement by tech modernization, for our (LANs), wide area networks (WAN), unified communication (UC), Video telecommunication and Streaming services.  

What You’ll Get to Do:

As a Unified Communications Engineer, you'll be challenged with complex support problems where you will coordinate with other NOC and Operational staff and asked to implement platform upgrades. You are expected as one of senior UC members coordinate ticket resolutions. You will be asked to provide technical resolution reports for critical outages in the UC environment. 

In this role the Network Administrator will be responsible for: 

• Perform System upgrades and IAVA patches to Cisco Unified Call Manager 
• Performs inventory asset management and accountability functions. 
• Perform IOS Upgrades 
• Draft Standard Operating Procedures (SOP) for UC operations. 
• Troubleshoot systems failures and accessibility problems. 
• Monitor system performance and track usage. 
• Demonstrates innovative engineering acumen for improvements to site, location, or enterprise performance. 
• Makes recommendations that enhance efficiencies for UC monitoring, management, and overall operations. 
• Uses experience and knowledge articles to understand/implement potential workarounds.   
• Updates knowledge articles and handles "how to" questions.   
• Support UC KM management by entering solutions into the Solutions database. 
• Participates in engineering designs/decisions supporting technical refresh of components directly impacting mission success. 
• Preform UC ticket resolution. 
• Responsibilities for UC ticket closure across UC OPS staff to include: 
• Completes initial categorization of Service Requests (type, sub-type, location device, priority, etc.)   
• Uses administrative access to network components to research errors, incidents, problems and to perform incident analysis and identify potential problems.   
• Routing Service Requests to the appropriate organization required for incident resolution.  
• Performs root cause analyses. 
• Depending on Root Cause escalates to Engineering for potential design issues. 
• Completes problem resolutions associated with incident ticket(s)  
• May configure, deploy, manage, and maintain UC monitoring systems used by the technicians to ensure availability and overall performance of system and services.  

Required Qualifications:

• Active TS/SCI with poly or ability to pass Polygraph examination
• High School/GED + 9 Yrs, or Associates + 7 Yrs, or Bachelors + 5 Yrs, or Masters + 3 Yrs, or PhD + 0
• Information Assurance Technical (IAT) II Certification
• Experience utilizing trouble ticket systems like ServiceNow
• Excellent customer service, writing and oral communication skills
• In-depth knowledge and understanding of LAN/WAN and Unified Communication (UC) technology, tools and services.
• Demonstrated experience as a Network Administrator in a Network Operations center environment
• Ability to multitask and work in a fast-paced environment