As a Unified Communications Administrator, 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
- Will lead UC implementation, installation, and technical refresh projects within a site or locale
- Works independently with general limited supervision. In remote locations must function as independent engineering, maintenance, and network problem solving with minimal or intermittent input from other Tiers/locations.
- Problems faced are difficult but typically complex. May require detailed information gathering, analysis, and investigation to understand problems. Regularly employs creativity and ingenuity for new technical solutions applicable across the enterprise, drawing heavily on prior experience.
- May influence other technical staff through explanation of facts, policies, and practices.
- 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.
Requirements
You'll Bring These Qualifications: - IAT II
- TS/SCI security clearance with ability to obtain a CI poly
Minimum Education & Experience: One of the following:
- High School/GED + 9 Yrs
- Associates + 7 Yrs
- Bachelors + 5 Yrs
- Masters + 3 Yrs
- PhD + 1 Yrs
