Technician (Voice Engineering)

Overview:
Systems Planning and Analysis, Inc. (SPA) is a well-established and progressive defense contracting company in the Northern Virginia area just a few miles south of the Pentagon. We are a professional services firm established in 1972 that has a long-standing reputation for unrivaled technical and analytical support to some of the top decision makers in the Federal Sector. We do state of the art work and have a cadre of outstanding professionals on our team.

SPA has an immediate need for a Technician (Voice Engineering) to provide contracting services to NATO

**Responsibilities**:

- Assist in the delivery of 2nd and 3rd level technical support of CIS services to NCI Agency customers;
- Support remote fault diagnosis of CIS services to NCI Agency customers;
- Carries out remote routine maintenance of the static Voice infrastructure, management appliances and other NATO Voice equipment;
- Performs remote fault diagnosis on Call Managers, Session Border Controllers and Gateways as required during life cycle support;
- Assists in the creation and maintenance of Standard Operating Procedures within the Voice Cell as modifications or additions to current capabilities;
- Coordination, and performance, of configuration, and evaluation, of test scenarios within the NGCS Reference Facility, pertinent to the area of Voice that is the focus of upcoming capabilities;
- Be ready to participate in on-call shifts
- Performing the practical evaluation of management tools and capabilities;
- Install, activate, de-activate, recover and correct Voice Resources and Services;
- Create, report, track and close Voice Resource and Service Trouble Tickets;
- Monitor, collect and survey Voice Resource and Service Trouble Tickets;
- Assists in logistic and asset management of voice services equipment;
- Deputize for higher grade staff, if required;
- Performs other duties as may be required.

Qualifications:
**REQUIRED QUALIFICATIONS**
- Higher vocational training in a relevant discipline with 2 years post-related experience. Or a secondary educational qualification with 4 years post-related experience;;
- At least 4 years' operation and configuration experience of Cisco Call Managers and Call Mangers Express;
- At least 4 years' operation and configuration experience of Cisco Unified Border Elements;\
- Minimum qualification of CISCO Certified Network Associate Collaboration (CCNA Col) or equivalent;
- At least 4 years' experience with deployment and configuration of VoIP solutions including Call Managers, management appliances and endpoints;
- Experience with device management tools such as HP Network Automation, Solar Winds, Intermapper, to include adding devices to be monitored, creating automatic reporting thresholds, identifying devices that aren't functioning properly;
- Good knowledge of protocols and standards utilized in VoIP and Unified Communications; SIP, TLS, MGCP, H.323, RTP (incl. G.711, G.729 codecs), and other similar standards;
- Experience with deployment and configuration VoIP equipment integration with Unified Communications solutions such as Microsoft Lync or Cisco Jabber;
- Experience with virtual environments (ESXi, vSphere, vCenter)
- Experience in utilizing of vendor's toolkits for collection of maintenance data, and ability to analyze them for both: service improvement and troubleshooting purposes;
- Experience with deployment, testing and evaluation of communications gateway Session Border Controller; Cisco CUBE;
- Working knowledge of TCP/IP protocols;
- One, or more, years' experience in on-line performance, accounting, fault, security and configuration management of digital networks and associated transmission systems to include switching systems in support of voice and data transfer.
- National from one of the 30 NATO Nations
- In possession of an active National and/or NATO Secret security clearance
- A thorough knowledge of one of the two NATO languages, both written and spoken, is essential and some knowledge of the other is desirable.

**DESIRED**
**QUALIFICATIONS**
- Experience with CISCO Call Centre Express (UCCX)
- Understanding of the contemporary Telecommunication technology including TDM;
- Familiarity with military voice and data systems;
- Good knowledge of the principles of Command and Control (C2) Systems and the associated management expertise;
- Experience of preparing technical documentation and Standard Operating Procedures;
- Prior experience of working in an international environment comprising both military and civilian elements;
- Knowledge of NATO responsibilities and organization, including ACO and ACT.