• Arlington, VA
  • Instant Apply
1 day ago

Job Description

Scope of Work
This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Arlington County's
Department of Technology Services (DTS). The County portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy, analog voice solutions.

Duties include:
  • Supporting day-to-day operations for the County's cloud and on-premise voice services
  • Providing Tier 2 support for issues related to the voice systems and related integrations
  • Serves as point of facilitation for the County's managed services provider for triage and escalations
  • Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
  • Generating operations and analytics reports
  • Working with help desk, end users and County's managed services provider
  • Evaluating new products and services
  • Leading small projects and upgrades
  • Providing technical support on larger operational efforts and project implementations
  • Developing operational documentation
  • Conducting end user training
Qualifications
  • Requirement - 7+ years of telecommunications and networking experience with technologies such as PSTN, analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, Clients, QoS, cloud
  • Requirement - Direct experience with Teams Phone and Cisco Call Manager
  • Requirement - Direct experience with Five9 or similar CCaaS product
  • Preference Familiarity with PowerBI and PowerShell
  • Preference - Experience working in federal, state or local government
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Numbers & Facts

LocationArlington, VA
IndustryComputer/IT Services
Company Size100 to 499 employees
Year Founded1997
Websitehttps://www.tscti.com/careers-0

About Company

22nd Century Technologies, Inc., is one of the fastest growing IT Service Integrator and Workforce Solution companies in the United States. Founded in 1997, 22nd Century Technologies is a Certified National Minority Business Enterprise with 6,000+ people including 600+ Cyber SMEs nationwide supporting our customers in all 50 states, Canada, and Mexico. With HQs in Somerset, NJ and Mclean, VA, 22nd Century has 14 offices throughout the United States. As part of our unrelenting focus on quality and compliance, 22nd Century Technologies’ delivery is based on Certified Matured Processes including CMMI L3 Dev & SVC, ISO 20000, ISO 27001, and ISO 9001 quality processes. With a strong focus on the public sector, 22nd Century currently holds government contracts with 14 out of 15 Federal Executive agencies including DoD, 37 other Federal agencies, 50 States, 115+ Local agencies, and 37 School Districts. In the last three years, we have expanded our services to Fortune 500 and other commercial clients and currently support 80+ commercial clients.

Recognized among “Best Company to Work For” by Forbes, 22nd Century Technologies, Inc., consistently exceeds our clients’ expectations by focusing on their absolute satisfaction with jobs while keeping our employees motivated.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Skills

  • Analysis Skillsunmatched
  • Call Centersunmatched
  • Cisco Unified Communications Manager (CUCM)unmatched
  • Cloud Computingunmatched
  • Customer Experienceunmatched
  • Documentationunmatched
  • Endpoint Securityunmatched
  • Help Deskunmatched
  • Microsoft Windows Phoneunmatched
  • Network Securityunmatched
  • Operational Auditunmatched
  • Operational Supportunmatched
  • Operations Planningunmatched
  • PSTN (Public Switched Telephone Network)unmatched
  • Power BIunmatched
  • Product Testingunmatched
  • QoS (Quality of Service)unmatched
  • SIP (Session Initiation Protocol)unmatched
  • System Integration (SI)unmatched
  • Technical Supportunmatched
  • Technical Trainingunmatched
  • Telecommunicationsunmatched
  • Unified Communicationsunmatched
  • VoIP (Voice over IP)unmatched
  • Voice Applicationsunmatched
  • Voice Productsunmatched
  • Voice Response Systemsunmatched
  • Windows PowerShellunmatched

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