Lead UC field support operations for client locations in the 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.
Minimum Qualifications- Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master's Degree preferred.
- 7+ years of UC experience with Cisco CCNP Collaboration (or higher).
- 3+ years team lead or senior engineer experience
- Public Trust clearance
Other Job Specific Skills- 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.
- 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).
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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