By Light HQ

Tier III Senior VTC Engineer

Job Locations US-MD-Fort Meade
Posted Date 3 months ago(6/21/2021 6:43 PM)
ID
2021-6587
# of Openings
1
Category
Systems Support
Clearance
Tier 5 - Top Secret/ADP I

Overview

By Light is seeking a Senior VTC Engineer and offering a $1,000 sign-on bonus.  The successful candidate will provide Tier III, customer onboarding/adoption, demo, and white-glove video teleconferencing support for a global video teleconferencing system for a DoD client.  Approximately 90% of time will be providing Tier III and customer onboarding/adoption support.  Approximately 10% of time will be providing VTC demo and white-glove services.

Responsibilities

  • Work closely on a small team of VTC Engineers providing Tier III support to a DoD Global Video Services capability
  • Provide support within the Global Video Services Tier III team.
    Provide video network customer migration assistance and technical & operational guidance for DoD customers in establishing and operating videoconferencing systems and desktop VTC tools.
  • Work and track Tier III request, incident and problem tickets.
  • Create and update related documentation such as SOPs, TTPs, User Guide and FAQs
  • Provide ad hoc training to other GVS personnel and customers on the use and technology of GVS.

Required Experience/Qualifications

  • 5+ years working in DoD information technology supporting desktop or VTC users
  • 5+ years of VTC equipment installation or hands-on experience, including IP and H.323 protocols
  • Outstanding verbal & written communication skills
  • Outstanding customer satisfactions skills
  • Strong ability to multitask between phone-based and computer-based customer and team interactions
  • Familiarity with Remedy or other trouble ticket management systems
  • Ability to frequently use computer, telephone and office equipment (copier, fax, scanner)
  • Proficient with MS Outlook, MS Word, MS Excel, and MS PowerPoint

Special Requirements/Security Clearance

  • Minimum of active/current Top Secret clearance; TS/SCI preferred

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