Unified Communications Operations Technician: Job Description: IC-CAP is currently seeking a talented Unified Communications and Collaboration (UC&C) Operations Technician with an active TS/SCI clearance to provide maintenance and advanced support for customers globally. The successful candidate would be joining a 24x7 NOC (Network Operations Center) team that provides multiple services in the realm of UC&C to include Video Teleconferencing (VTC), Voice over IP (VoIP), Instant Messaging (IM), Presence, Audio/Video Streaming with some Public Branch Exchange (PBX) phone support within the enterprise. Responsibilities are based on tiered skill level for resolution supporting customers on all managed DCE/DTE plus scheduled or active Video Teleconferences. Candidate will become familiar with the use of VC Wizard, Cisco Unified Communications Manager (CUCM), Cisco border controllers (CUBE/VCS), Multipoint Control Unit (MCU), Cisco Meeting Server (CMS), Telepresence Management Suite (TMS), Vbrick Rev, Integrated Management Controller (IMC) and various other tools as required. Flexibility Requirement: * NOC is 24x7 shift work; to include weekends and holiday for all employees * Day Shift: 6am - 2:30pm * Swing Shift: 2pm - 10:30pm * Mid Shift: 10:30pm - 6am Skill Level Determinations: * Technical knowledge of VoIP / PBX telephony systems, software, hardware, and Telecommunications standards, Cisco Unified Communications Manager. * Technical knowledge of IM systems like Cisco Jabber or Microsoft Teams and Presence Services * Technical knowledge of Audio/Video Streaming to include set top box, Vbrick Rev, and Cisco Integrated Management Controller (IMC). * Technical knowledge of VTC equipment such as TMS, CODEC, MCU and CMS. * Comprehensive knowledge of network topology; along with networked hardware and software tools listed above. * Familiarity with VTC service and support to include scheduling, monitoring, administrative support, and technical assistance to customers. * Manage resource availability and conflicts for Video Networks. * Possess understanding of dialing protocols to include H.323, E.164 and SIP. * Ability to troubleshoot common UC&C issues to include identifying and correcting issues with endpoints, bandwidth saturation, profiles, and misconfigurations. * Assist in the development of the training, local guides, Rules of Engagement (ROE) policies and Standard Operating Procedures (SOP) as they pertain to the UC environment. * Ensure compliance with network security policies and procedures. * Create and report all outage notifications and network related issues according to standard operating procedures. * Providessystem/equipment/specialized training and technical guidance to lower skill level employees. * Assist in responsibilities as tasked by Management. * Participate in special projects as required by Management. Key Competencies: * Interpersonal Skills * Effective Communication skills - verbal and written * Listening skills * Problem analysis and problem solving * Attention to detail and accuracy * Customer Service oriented * Adaptability * Ability to work independently within a Team Concept * Ability to multitask in a stressful environment Education and Experience: * High School Diploma 9 years * Associate's Degree 7 years * Bachelor's Degree 5 years * Master's Degree 3 years * PhD 0 years Certification Requirement: * IAT II (Security CE) Certification Preferences: * Network * ITIL Foundations * Agile Foundations * CCT Collaboration (CLTECH) * CCNP Collaboration (CLFNDU) * CCNP Collaboration (CLCOR) * CCNP Collaboration (CLACCM) and or (CLCNF) Security Clearance: * TS SCI