Field Support Engineer

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Provide technical assistance for Unified Communications (UC) systems.

• Address incidents and troubleshoot hardware and endpoints.

• Collaborate with centralized support teams to maintain operational continuity.

• Assist in the daily operations and upkeep of UC infrastructure.

• Ensure the delivery of uninterrupted, secure, and high-quality UC services across USCIS locations.

• Facilitate the transition to a cloud-native UC environment based on Microsoft Teams.

• Coordinate security and compliance requirements effectively.

• Contribute to ongoing modernization initiatives.

⛳️ Requirements

• Extensive knowledge in UC infrastructure technologies, including Avaya Government Cloud telephony, Cisco Unified Communications infrastructure, and Microsoft Teams collaboration services.

• Expertise in troubleshooting hardware and endpoints, incident resolution, and providing technical support.

• Experience in managing service delivery and ensuring adherence to defined SLAs.

• Technical understanding of hybrid on-premises and cloud environments.

• Capability to analyze performance data, service trends, and workload metrics.

• Outstanding communication and collaboration skills to engage with cross-functional teams and stakeholders.

• Strong problem-solving abilities to identify and resolve UC service issues.

• Familiarity with integration requirements and modernization goals for UC solutions (preferred).

• Knowledge of architectural leadership in enterprise UC solutions (preferred).

• Advanced technical and operational knowledge across UC services (preferred).

• Relevant certifications in UC systems and solutions, such as CCNP Collaboration or equivalent.

• Certifications in cloud services, like Microsoft Certified: Azure Solutions Architect Expert or equivalent.

• US citizenship is preferred.

🏝️ Benefits

• Medical coverage.

• Dental insurance.

• Vision insurance.

• Basic life insurance.

• Health Savings Account.

• 401K matching.

• Three weeks of PTO/Sick leave.

• 11 paid holidays.

• Pre-approved online training opportunities.

• Competitive salary package.