Job Description Job Description
Position Summary This is an ONSITE position located in Washington, D.C. NCC is seeking a
Unified Communications/Avaya Engineer to work in an operations and maintenance environment with a team of telecommunication engineers and analysts. In this position, you will uphold and update unified voice, video, and web conference communication infrastructure services and offer full-life cycle engineering support to ensure unified communication solutions and products are secure, effective, efficient, complete and responsive.
Key Areas of Responsibility - Maintain and update unified voice, video, and web conferencing communications infrastructure and services by providing full lifecycle engineering support resulting in solutions that are secure, effective, responsive, complete, and efficient.
- The Voice/Data Communications Engineer will be responsible for generating the most Innovative, Intuitive, and Integrated solutions that can be deployed to meet the communications needs of Enterprise users. The successful candidate must have a deep technical understanding of: Unified Communications products: Legacy telecommunications services (e.g., analog, digital PSTN lines and trunks, etc.)
- Performing communications system's health assessments to include technology and/or routing protocols including review of systems device health and collection of performance-related data.
- Integrating technical requirements and design goals into the overall enterprise network design.
- Maintains subject matter level expertise in unified voice, data, and video technologies and systems administration capabilities
- Provides tier 2/3 support to investigate and resolve problems, inefficiencies, and performance issues which may require shift work or after hours call-in 7/24/365 to meet customer SLAs.
- Familiar with various ticketing systems and managing customer reported issues by opening, maintaining, and closing tickets to meet SLA and KPI initiatives.
- Other duties as assigned
Minimum Requirements - Ability to obtain a Public Trust government security clearance (Must be able to pass a criminal background and credit check).
- 4 years of related experience.
- Strong understanding of Avaya CM/Unified Communications products, including MS Teams Voice
- Experience in the installation and support of Avaya 96xx IP and SIP phones Avaya Aura 7.X System Knowledge
- Installation and support of Microsoft Teams phones and Endpoints
- Direct hands-on experience assessing, managing, patching, and upgrading and mitigating vulnerabilities in Avaya on Windows or Linux servers
- Experience using Session Manager and System Manager
- Experience implementing and configuring Avaya Call Center
- Experience providing Voicemail Support
- Knowledge of cabling standards and ability to perform minor ad-hoc cabling requests
- Must be able make ad-hoc hardware repairs
- Strong experience with MS Teams Voice services.
- Ability to assure maximum system uptime, component patching, alarm resolution and disaster recovery-continued operation planning
- Knowledge of new and emerging technologies and their potential application on client engagements.
- Excellent client management skills; can effectively set and manage customer expectations.
- Understand how to communicate difficult/sensitive information tactfully.
- Resolves and/or escalates issues in an appropriate and timely fashion.
- Ability to effectively work and collaborate with current team members.
Preferred Qualifications - BA or BS Degree
- Avaya Certified Support Specialist
• Microsoft Teams voice Specialist
• CCNA - MS Office, Avaya CM/UC Products, Linux OS, VMware ESXi, Securelogix ETM, Microsoft Team Voice
Special Position Requirements Schedule: - Monday-Friday, 9AM-5:30PM, with flexibility to meet customer's needs.
- Must be able to work maintenance on weekends once a month.
Physical Demands: Ability to lift up to 50 pounds, crouch and crawl into small spaces, carry large equipment from room to room and between floors, sitting/standing for prolonged periods of time.