Detalles del trabajo
Area del puesto: Servicios Generales / Varios
Unified Communications Field Engineer
Secure our Nation, Ignite your Future
Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International Corporation, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.
Currently, ManTech is seeking a motivated, career and customer-oriented Unified Communications Field Engineer to join our team in Anaheim, CA.
Responsibilities include, but are not limited to:
Provide regional Subject Matter Expertise for UC systems, to include all installed applications and hardware, and will be the expert for local customers to come to for issues, knowledge, and training of how to utilize all CIS UC deployed systems and applications supported across the enterprise.Coordinate with USCIS awarded managed service providers. If it is found that the issue exceeds Tier I/Tier II level, then the issue will be escalated for Tier III (Media Operations Staff) for support.Provide implementation support for all Unified Communications technologies in region of responsibility. While most of the telecom systems are part of a Service rendering – this position will be expected to have hands-on familiarization with both Avaya and Cisco telecom switching systems and have, as a minimum, the ability and training to upgrade software/firmware on switches, handsets, gateways and servers (as applicable) and perform IMAC functions based on local/regional requirements.Provide system administration, maintenance and operational support and be a regional liaison to the designated geographical region for all deployed unified communications technologies. These duties include (as an example): on-site support for all sites special projects such as large moves, adds, or changes to the systems in this environment.Coordinate all on-site support with appropriate Field Support personnel, vendors, other contractor personnel, USCIS stakeholder organizations and, when appropriate, other Government agencies.Provide UC system operational, troubleshooting, survey, architecture, installation, and post-installation support, to include UC related escort and installation services assistance as requested.Create and maintain performance reports, conducting analysis and recommending operational improvements to the USCIS Federal Management team.Customer Future Needs: Become the liaison of regional sites and provide assessments of UC needs to HQ. Provide monthly assessments, as needed or on demand, of potential issues and customer needs that may impact or provide guidance to future unified communications growth and path-forward goalsProvide deliverables on demand, to include information like:Number of Video Teleconferences SupportedNumber of Video Streaming Events SupportedNumber of Unified Communication Systems Incidents and Service Request DetailsNumber of Unified Communication Systems Pending Incidents and Service RequestsShipments of hardware, software and licenses made and received for Unified Communication SystemsWarranty actions taken or needing to be taken on Unified Communication SystemsInventory changes and end-of-life management for Unified Communication SystemsSecurity incidents related to Unified Communication Systems and any postures taken to facilitate security concernsUnified Communication Systems patching & system upgrades performedOutages/Impairments worked and providing after action reports identifying the root cause and remediation actionsProvided Escort duties in support of any Unified Communications site needsTravel to all sites within their region of responsibilitySite(s) Configuration Management – current status and changes, along with drawing updates to reflect this via logical and physical topology drawings.On demand, and where a UC telecom function is not part of a Service offering, administer the enterprise voice systems owned or utilized by USCIS at USCIS office locations, to include all typical functions, such as; hardware upgrades, software patches, troubleshooting resolution, IMACs (installs - moves – adds – changes), etc.Manage user installation and Service Requests at sites, in accordance with IMAC. (Install/Move/Add/Change) processes and procedures. MACS for voice systems owned or utilized by USCIS and not on a service contract have IMAC objectives as follows:Password reset – within the Hour1-20 users same Business Day20-40 users 2 Business DaysRelocation or MACS greater than 40 users should be completed within 3-5 Business days.Responsible for tracking of tickets to ensure the managed service resolves any requestsMonitor, dispatch, respond, track and/or resolve Service Requests utilizing the USCIS Incident Management ticketing system.Responsible for any associated systems support of their sites, such as local deployments of Enterprise Wan/e-fax.Responsible for providing physical and logical topology drawings of all sites UC hardware. Provide weekly updates to the Multimedia Enterprise Operations team for enterprise documentation changes, and maintain the accuracy of documentation related to Unified Communications technologies deployed at each field site.Provide specialized knowledge of UC / Telephony and Call-center communications: This includes circuitry, switching, transmission and networks from both Cisco and Avaya. Work on systems at regionally supported sites and be qualified to provide remote hands for Media Operations Center Tier II/Tier III staff, Vendor/SME Tier IV, and Service rendering vendor technicians.Remote hands support may include the physical removal/replacement of faulty equipment, troubleshooting hardware/software as directed.Track all USCIS Unified Communications Technologies assets, to include hardware and software through Asset Management systems, and the UC documentation process “Configuration Management” which provides for the documentation of all UC deployed hardware and software support elements, their models and versions of hardware, firmware, software, and licenses required to support UC technologies.Provide Regional Certification and Accreditation Support: This includes on-demand support in the creation of requested documentation, testing, programming and management of all USCIS Unified Communications technology assets that may arise due to certification and accreditation issues.Basic Qualifications:
Bachelor’s Degree and 10 years of related work experience.Minimum of three years’ experience within unified communications systems.Familiarization with Avaya Aura and One-X platforms, Polycom VTC systems, Cisco VTC systems, WebEx Meetings, Microsoft Teams.Understand functionality of Cisco Routers, switches, firewall and how UC systems operate within this environment.Required knowledge of and hands-on experience with premise (cat5/6) and fiber optic wiring, use and configuration of patch panels, PRIs and POTS lines.Security Clearance Requirements:
DHS USCIS Public Trust EODPhysical Requirements:
• Office work, typically sedentary with some movement around the office.
ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Wartime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.
If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.
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