This position supports the Cisco VoIP environment at the a government client in Washington, DC.
Performs on-site or in-house servicing, repair and or installation of Cisco voice systems in accordance with contractual SLA's.
Provides technical support to customers on operational or maintenance aspects of Cisco voice systems.
Serves as customer contact on technical and service related Cisco voice systems problems.
Diagnoses mechanical, hardware, software and system failures utilizing established Cisco voice system troubleshooting practices.
Determines most cost effective repair/resolution to minimize customer downtime.
Prepares reports for analysis of product failure trends and service availability matters.
Support on-site staff in creating System Acceptance Test, Security and Customer cutover Plans.
Acts autonomously to determine methods and procedures on new assignments.
Performs daily maintenance/repair/project tasks independently and provides updates to on-site management as requested/warranted.
Analyze current OandM processes with a desire to constantly improve customer experience.
Support team requirement to clear trouble tickets submitted through the Service Desk related to the all the voice systems throughout the Common Operating Environment.
Keep all Cisco voice systems current related to patching requirements.
Support upgrade initiatives/projects on Cisco voice systems.
Build and maintain relationships with Cisco support teams.
CCNA, CCVP certifications
College degree in electrical engineering (preferred), telecommunications or other associated technical major, or significant applicable work experience.
Ability to work well in a team environment.
Excellent verbal and written communications skills.
Strong project management/organizational skills.
Proficiency with Microsoft Office (Outlook, Project, Visio, PowerPoint, Word, etc).
Detail oriented and able to multi-task effectively.
Works well under pressure.
Ability to make technical presentations to customers.
Ability to prepare written documents describing technical features and capabilities of equipment, software, applications, etc.
Ability to analysis complex information and make recommendations in understandable terms.
Knowledge of the full suite of Cisco data switches and routers.
Knowledge of network monitoring and management systems, such as, CA Spectrum, Brocade IronView, Ciscoworks, HP OpenView, Sniffer, etc.
Direct Experience with Cisco VoIP voice systems including CallManager, UC, UCCX, Unity Connection and Presence, as well as VPNs, firewalls and intrusion detection/prevention equipment.
Knowledge of Government technical requirements related to telecommunications, such as Joint Interoperability Test Command (JITC) list, DODI 8500.2 Information Assurance (IA) Implementation.
ClearanceJobs.com - 23 months ago