Cisco Unified Communications Technician
Remote
Job Summary
Provide steady-state managed support for Cisco Unified Communications components, including UCM, CUC, IM&P, CER, and related voice gateway infrastructure. Perform 24/7 monitoring and proactive alert management using Cisco RTMT and supplemental monitoring tools. Conduct daily health checks across Cisco UC applications and voice gateways, including trunk/gateway status, capacity, utilization, and license compliance checks. Process Moves/Adds/Changes requests, including new users, IP phones, Jabber clients, dial plan updates, call routing updates, and documentation of completed changes. Support patch management and upgrades by reviewing Cisco advisories, assisting with security patches, supporting testing, and coordinating outage/change windows. Maintain backup and disaster recovery support activities, including CUCM DRS backups, VM-level backup coordination, restoration testing, and failover validation support. Maintain clean technical documentation, including dial plans, partitions, calling search spaces, route groups/lists, user profiles, device pools, regions, locations, LDAP/AD integration, IP phones, Jabber clients, analog devices, and VG224 gateway configuration. Support ITAR-compliant administrative access practices, quarterly user access audits, and toll fraud prevention reviews.
Required Qualifications
- Cisco Unified Communications Technician / Administrator experience
- Support for a managed services engagement for a DoD contractor customer
- Steady-state support capability
- Monitoring capability
- MAC work capability
- Patching capability
- Backup capability
- Documentation capability
- Operational support capability
- Cisco UC environment knowledge
- UCM knowledge
- CUC knowledge
- IM&P knowledge
- CER knowledge
- Voice gateway infrastructure knowledge
- 24/7 monitoring capability
- Proactive alert management capability
- Cisco RTMT usage
- Supplemental monitoring tools usage
- Daily health checks capability
- Trunk/gateway status checks
- Capacity checks
- Utilization checks
- License compliance checks
- Moves/Adds/Changes request support
- New user support
- IP phone support
- Jabber client support
- Dial plan updates
- Call routing updates
- Documentation of completed changes
- Patch management capability
- Security patches support
- Testing support
- Outage/change window coordination
- CUCM DRS backups
- VM-level backup coordination
- Restoration testing
- Failover validation support
- Clean technical documentation
- Dial plans
- Partitions
- Calling search spaces
- Route groups/lists
- User profiles
- Device pools
- Regions
- Locations
- LDAP/AD integration
- IP phones
- Jabber clients
- Analog devices
- VG224 gateway configuration
- ITAR-compliant administrative access practices
- Quarterly user access audits
- Toll fraud prevention reviews
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