UC Field Support Engineer

Requirements:

Must be able to obtain a security clearance

12 month contract + possible extensions 

Must be able to be fully onsite in Orlando, FL 

Introduction:
Lead UC field support operations for client''s Southeast region. Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites. Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training. Manage digital signage deployments and ongoing support (250 players across enterprise). Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards). Coordinate and lead regional UC equipment deployments and installations. Provide hands-on technical support for conference room AV systems, displays, projections, microphones. Support VTC bridge sessions (Point-to-Point, Webex, PEXIP/CVI to Teams). Manage secure telephone installations and support (<100 secure phones enterprise-wide). Respond to UC incidents and service requests with timely resolution. Coordinate with vendors and contractors for UC equipment installation and maintenance. Mentor and provide technical guidance to UC Field Support Engineers. Travel to client sites within Southeast region as needed for on-site support. Participate in on-call rotation for after-hours UC support. Document UC issues, resolutions, and lessons learned in knowledge base. Support asset management and inventory tracking for UC equipment. Provide user training and orientation for UC systems and equipment.

Responsibilities:
- Lead UC field support operations for USCIS Southeast region
- Provide Tier I and Tier II technical support for UC services at Orlando field office and regional client sites
- Support 600+ VTC rooms including setup, configuration, troubleshooting, and user training
- Manage digital signage deployments and ongoing support (250 players across enterprise)
- Troubleshoot UC endpoints (desk phones, softphones, conference room equipment, smart boards)
- Coordinate and lead regional UC equipment deployments and installations
- Provide hands-on technical support for conference room AV systems, displays, projections, microphones
- Support VTC bridge sessions (Point-to-Point, Webex, PEXIP/CVI to Teams)
- Manage secure telephone installations and support (<100 secure phones enterprise-wide)
- Respond to UC incidents and service requests with timely resolution
- Coordinate with vendors and contractors for UC equipment installation and maintenance
- Mentor and provide technical guidance to UC Field Support Engineers
- Travel to client sites within Southeast region as needed for on-site support
- Participate in on-call rotation for after-hours UC support
- Document UC issues, resolutions, and lessons learned in knowledge base
- Support asset management and inventory tracking for UC equipment
- Provide user training and orientation for UC systems and equipment

Requirements:
- 7+ years UC experience with Cisco CCNP Collaboration (or higher).
- Experience in leading large deployments and migrations, providing Tier 3 escalation support, developing standards and automation, VTC, digital signage, paging, telecom, LAN, SIP, ISDN, ePRI/PRI/POTS, unicast/multicast, local exchange carriers, IP-PBX, QoS, and related protocols across large, geographically dispersed networks.
- 3+ years team lead or senior engineer experience
- Hands-on experience with VTC systems, conference room AV, telephony endpoints
- Experience supporting multiple sites and regional operations
- Expert in: VTC systems, conference room AV, desk phones, softphones, video bridging
- Strong knowledge: Avaya phones, Microsoft Teams devices, Cisco endpoints, digital signage, IPTV
- Familiarity with: Troubleshooting methodologies, ticketing systems (ServiceNow), asset management
- AV/VTC certifications (CTS, Cisco, Polycom, Logitech) preferred
- Microsoft Teams or Avaya support certifications desired
- ITIL Foundation (preferred)

If qualified and interested, please send an updated resume along with rate/salary requirement and we will follow up quickly to discuss further details and move forward with your interview process.

ec3 Federal Services is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.  ec3 Federal Services is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at ec3 are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. ec3 Federal Services will not tolerate discrimination or harassment based on any of these characteristics.