Lead UC field support operations for client locations in the Southeast region. Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites.
- Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training.
- Manage digital signage deployments and ongoing support (250 players across enterprise).
- Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards).
- Coordinate and lead regional UC equipment deployments and installations.
- Provide hands-on technical support for conference room AV systems, displays, projections, microphones.
- Support VTC bridge sessions (Point-to-Point, Webex, PEXIP/CVI to Teams).
- Manage secure telephone installations and support (
- Respond to UC incidents and service requests with timely resolution.
- Coordinate with vendors and contractors for UC equipment installation and maintenance.
- Mentor and provide technical guidance to UC Field Support Engineers.
- Travel to client sites within Southeast region as needed for on-site support.
- Participate in on-call rotation for after-hours UC support.
- Document UC issues, resolutions, and lessons learned in knowledge base.
- Support asset management and inventory tracking for UC equipment.
- Provide user training and orientation for UC systems and equipment.
Minimum Qualifications- Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master's Degree preferred.
- 7+ years of UC experience with Cisco CCNP Collaboration (or higher).
- 3+ years team lead or senior engineer experience
- Public Trust clearance
Other Job Specific Skills- Experience in leading large deployments and migrations, providing Tier 3 escalation support, developing standards and automation, VTC, digital signage, paging, telecom, LAN, SIP, ISDN, ePRI/PRI/POTS, unicast/multicast, local exchange carriers, IP-PBX, QoS, and related protocols across large, geographically dispersed networks.
- Hands-on experience with VTC systems, conference room AV, telephony endpoints.
- Experience supporting multiple sites and regional operations.
- Expert in: VTC systems, conference room AV, desk phones, softphones, video bridging
- Strong knowledge: Avaya phones, Microsoft Teams devices, Cisco endpoints, digital signage, IPTV.
- Familiarity with: Troubleshooting methodologies, ticketing systems (ServiceNow), asset management
- AV/VTC certifications (CTS, Cisco, Polycom, Logitech) preferred.
- Microsoft Teams or Avaya support certifications desired.
- ITIL Foundation (preferred).
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
