Cisco Voice and Video Technician 2

AMERICAN SYSTEMS a 100% employee-owned company is seeking aCisco Voice and Video Technician 2 to support secure enterprise voice and video communications in a high-visibility Department of Defense environment.

The ideal candidate brings hands-on experience with Cisco collaboration technologies works well in a fast-paced operational setting and can support mission-critical communications services while maintaining compliance with customer standards and DoD security requirements.

As a Cisco Voice and Video Technician 2 with AMERICAN SYSTEMS you will:

• Install maintain and upgradeVoIPandVTCendpoints.
• Handle dailyMACDrequests for phones voicemail and user accounts inCUCMandCUC.
• ProvideTier 1/Tier 2 supportfor voice video and conferencing issues by phone email and onsite.
• Monitor system health and troubleshoot voice hardware and software issues.
• Perform basic troubleshooting for conference roomA/V andVTCsystems.
• SupportVTC sessionscheduling setup and monitoring.
• Track and resolve incidents and service requests inServiceNowor a similar ticketing system.
• Escalate complex issues to senior engineers Tier 3 support or vendors.
• FollowDoD STIGs engineering standards and local procedures.
• Coordinate repair or replacement of failedVoIPandVTCdevices.
• Maintain clear documentation of installs issues and resolutions.
• Share recurring fixes and process improvements with the team.

• This position supports a secure government customer site and requires direct interaction with
  end users communications equipment and conference spaces.
• The role requires professionalism responsiveness and the ability to support mission-critical voice
  and video services in a dynamic operational environment.

• U.S. Citizenship required

• Active Top Secret/SCI required

• High school diploma and 3 to 5 years of related experiencesupporting voice video
  telecommunications or unified communications systems

• Current DoD 8570/8140 IAT II-level certification required (e.g. Security CE or equivalent)

• Experience supportingCisco collaboration tools ver. 14 or higher includingCUCM
  Cisco Unity Connection and related voice/video technologies

• Working knowledge ofMACD operations endpoint provisioning and telecom user support

• Fundamental understanding ofLayer 1 troubleshootingand basic voice call flow concepts

• Ability to provide professional support to users in a fast-paced mission-focused environment

• Strong troubleshooting customer service organizational and written communication skills

• Experience withServiceNow or similar ticketing systems

• Proficiency withMicrosoft Office applications

Additional Experience thats Helpful:

• Experience supportingCisco CMSExpressway or similar

• Experience supporting conference room A/V VTC operations or executive comms environments

• Familiarity with DoD operational and customer service environments in secure spaces

• Experience with endpoint lifecycle support inventory coordination or warranty replacement processes

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