Sr UC Field Support Engineer

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

Ranges

Compensation

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 Requirements

It 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.

Disclaimer

The 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.