ManTech seeks a motivated, career and customer-oriented Voice Over Internet Protocol (VOIP) Technician to join our team in Annapolis Junction, MD. The VOIP SME is responsible for supporting Cisco Unified Call Managers for a global footprint in addition to POTS lines, both supporting e911 services in support of the Government customer.
Responsibilities include but are not limited to:
- Provides broad telephony support from administrator level configurations to in-depth technical solutions for critical clients over secure and nonsecure networks.
- Works as the SME for engineers, surveyors, installers, and project managers to develop and execute end-to-end solutions for various vendor products.
- May manage multiple communication projects that provide critical response efforts resulting in streamline services for analog, digital, and video requirements.
- Provides administration to voicemail servers, call managers, and emergency responders involving T1, fiber, Ethernet, multiplexing, copper wrap, and cellular servicing.
- Configures and troubleshoots multi-vendor hardware and software systems to enable users to perform complex defense operations.
- Engages support for the escalation and communication of status to agency management and internal customers.
- Support clients across multi-level service platforms, executing in-depth solutions to resolve real-time incidents and requests.
- Provide support to TCP/IP network protocols that rely on TCP, Session Initiation Protocol, session description protocol, and VoIP codecs to provide reliable service.
- Support integration of VOIP systems to include the planning, design, installation, maintenance, management, and coordination of the deliverable.
- Monitor, tune, and support basic existing telephone systems and network infrastructure to ensure stable, reliable, secure, and efficient communications operations.
- Support Identification, assessment, and development of detailed requirements such as supporting re-architecture of network segments in order to facilitate new requirements, technologies and growth.
- Support lien mitigation efforts related to maintaining a compliant System Security Plan and associated network security.
- Communicate effectively with a wide variety of technical and non-technical audiences, including customers, team partners, and other staff members.
- Travel is required in support of service requirements ~10-20%. This position also offers opportunities to support other bodies of work, at different locations, and to travel both CONUS and OCONUS (no hostile areas) for AVMM support.
Minimum Qualifications:
- Bachelor's degree and 6 years of relevant experience or Four years of experience may be substituted for education
- Experience with service management knowledge
- IATT Level 2 certification, such as Security+ CE is required within 4 months of start date.
- Understanding of IT equipment and service life as well as planning and implementation of equipment replacement
- Experience with presentations with the ability to convey technical and business concepts to various audiences, ability to handle complex customer situations and interact with all levels of personnel to provide a quick and effective resolution.
- Experience with resource management with the ability to manage teams, personnel and customers' needs
- Experience effectively managing and satisfying projects of a technical nature.
Preferred Qualifications:
- Experience with customer ticketing systems ServiceNow
- Support to network devices (including servers) in support of AVMM/IPTV/Streaming services
- IATT Level 2 certification, such as Security+ CE
- PMP Certification, and ITIL Foundations V3 certification desired
- Experience with large scale enterprise IT contracts.
Clearance Requirements:
- Must have a current/active TS/SCI w/ Poly
Physical Requirements:
- The person must be able to handle IT of a reasonable nature without assistance. Move about inside the office to collaborate with other leaders/teams, use standard office automation equipment, and virtual communication, which may involve delivering presentations.