On-Site Certified Call Manager_Technician
LOUi Consulting
North Charleston, SC, USA
6/14/2022
Real Estate
Full Time
Job Description
Job Description
Position Summary
The On-Site Certified Call Manager Technician provides hands-on administration, operation, maintenance, troubleshooting, patching, backup, security compliance, and technical support for the Joint Base Charleston Avaya voice environment. The technician sustains Avaya Communication Manager and associated system-management, session-management, border-controller, voicemail, virtual-server, and trunking components while maintaining highly reliable mission voice services.
Key Responsibilities
- Operate, administer, maintain, troubleshoot, and restore Avaya Communication Manager, System Manager, Aura Session Manager, Session Border Controller Enterprise, Local Session Controller, voicemail, media gateways, and associated platforms.
- Perform moves, adds, changes, deletes, translations, dial-plan maintenance, trunk/circuit configuration, line protocol changes, number reclamation, and subscriber administration.
- Maintain SIP and PRI trunks; analyze call-detail records, SIP ladders, ports, protocols, alarms, logs, and traffic/capacity data to isolate and resolve faults.
- Perform system and database backups within required timelines and maintain accurate, organized, current voice-system and voicemail databases.
- Coordinate patching and upgrades for Avaya applications, hypervisors, Linux/Windows servers, and related systems; develop upgrade execution plans with security, downtime, and implementation details.
- Apply OEM guidance, JITC configurations, DoDIN Approved Products List requirements, Military Unique Deployment Guides, STIGs, and local Information Assurance controls.
- Assist with DoD PKI certificate requests, installation, tracking, and expiration notifications.
- Respond on site to emergency, priority, and routine outages and continue repair actions until service is restored; document corrective actions and update records.
- Coordinate with network, transport, VPS/NOC, vendor, and Government personnel; support system upgrades, design reviews, technical solutions, and special projects.
Required Skills and Competencies
- Advanced hands-on expertise with current Avaya Communication Manager environments and enterprise voice/Unified Communications technologies.
- Strong knowledge of SIP, PRI, VoIP, TCP/IP, VLANs, call routing, dial plans, media gateways, SBCs, virtualization, Linux, Windows Server, and voice cybersecurity.
- Ability to use diagnostic tools, system logs, CDRs, protocol traces, and vendor support resources to resolve complex voice incidents.
- Working knowledge of CAIRS/TMS records, work orders, trouble tickets, configuration management, inventory, and technical documentation.
- Ability to communicate technical findings clearly to customers, management, cybersecurity personnel, vendors, and Government representatives.
- Proficiency in reading, writing, speaking, and understanding English.
Required Certifications / Credentials
- Current CompTIA Security+ certification at commencement of cyberspace work and maintained throughout employment.
- Current certificates of completion/approved qualifications for administration of Avaya Communication Manager, Avaya System Manager, Avaya Aura Session Manager, and Avaya Session Border Controller Enterprise.
- Current BICSI Registered Cabling Installer, Technician-level certification; or qualifying installation experience and applicable factory-approved manufacturer certifications where permitted by the PWS.
- Active U.S. Tier 3 / Secret security clearance.
- Ability to obtain and maintain CAC/base access and complete required Anti-Terrorism/security training.
Education
- High school diploma or GED required.
- Associate degree in Telecommunications, Electronics, Information Technology, Networking, Cybersecurity, or a related field preferred. Relevant military technical school, OEM training, or documented specialized experience may substitute.
Experience
- Minimum 5 years of enterprise voice-switching/VoIP support experience recommended, including at least 3 years of recent hands-on Avaya Communication Manager administration and troubleshooting.
- Experience supporting mission-critical systems with strict availability, outage-response, configuration-control, and cybersecurity requirements required.
- DoD/Air Force base telecommunications, Avaya Government/Federal Solutions, or comparable large-campus voice environment experience strongly preferred.
Work Environment / Physical Requirements
- On-site work in data centers, dial central offices, telecommunications rooms, and customer facilities; occasional work near ISP/OSP infrastructure.
- Ability to support 24/7/365 emergency call-back, after-hours maintenance windows, exercises, and scheduled outages.