Cisco Voice and Video Technician 2

AMERICAN SYSTEMS, a 100% employee-owned company, is seeking a Cisco Voice and Video Technician 2 to support secure enterprise voice and video communications in a high-visibility Department of Defense environment.

The ideal candidate brings hands-on experience with Cisco collaboration technologies, works well in a fast-paced operational setting, and can support mission-critical communications services while maintaining compliance with customer standards and DoD security requirements.

As a Cisco Voice and Video Technician 2 with AMERICAN SYSTEMS, you will:

• Install, maintain, and upgrade VoIP and VTC endpoints.
• Handle daily MACD requests for phones, voicemail, and user accounts in CUCM and CUC.
• Provide Tier 1/Tier 2 support for voice, video, and conferencing issues by phone, email, and onsite.
• Monitor system health and troubleshoot voice, hardware, and software issues.
• Perform basic troubleshooting for conference room, A/V, and VTC systems.
• Support VTC session scheduling, setup, and monitoring.
• Track and resolve incidents and service requests in ServiceNow or a similar ticketing system.
• Escalate complex issues to senior engineers, Tier 3 support, or vendors.
• Follow DoD STIGs, engineering standards, and local procedures.
• Coordinate repair or replacement of failed VoIP and VTC devices.
• Maintain clear documentation of installs, issues, and resolutions.
• Share recurring fixes and process improvements with the team.

Work Environment

• This position supports a secure government customer site and requires direct interaction with
  end users, communications equipment, and conference spaces.
• The role requires professionalism, responsiveness, and the ability to support mission-critical voice
  and video services in a dynamic operational environment.

• U.S. Citizenship required

• Active Top Secret/SCI required

• High school diploma and 3 to 5 years of related experience supporting voice, video,
  telecommunications, or unified communications systems

• Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE, or equivalent)

• Experience supporting Cisco collaboration tools ver. 14+ or higher, including CUCM, 
  Cisco Unity Connection, and related voice/video technologies

• Working knowledge of MACD operations, endpoint provisioning, and telecom user support

• Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts

• Ability to provide professional support to users in a fast-paced, mission-focused environment

• Strong troubleshooting, customer service, organizational, and written communication skills

• Experience with ServiceNow or similar ticketing systems

• Proficiency with Microsoft Office applications

 Additional Experience that's Helpful:

• Experience supporting Cisco CMS, Expressway, or similar

• Experience supporting conference room A/V, VTC operations, or executive comms environments

• Familiarity with DoD operational and customer service environments in secure spaces

• Experience with endpoint lifecycle support, inventory coordination, or warranty replacement processes

AMS1