Principal Technician

2 weeks ago

Norfolk, United States Source Technology Full time

Principal Technician (Unified Communications) – Job Description

Role Overview: The Principal Technician (Unified Communications) plays a key role in the management, installation, and maintenance of the communication infrastructure, particularly focusing on local area networks (LAN), wide area networks (WAN), voice collaboration, and associated systems within a designated Area of Responsibility (AoR). This position involves both hands-on technical troubleshooting and strategic involvement in system performance monitoring, documentation, and fault resolution. The role also requires supporting team development through training and mentoring.

Key Duties & Responsibilities:

Installation & Maintenance:

  • Assist in the management of network and voice collaboration equipment, including modems, routers, switches, and other communication devices, ensuring seamless access to both classified and unclassified networks.
  • Operate and maintain communication equipment across the CSU AoR, troubleshooting and resolving issues at 1st and 2nd levels of support.

Documentation & Reporting:

  • Assist with the creation and upkeep of daily activity logs, network configuration documents, service records, and standard operating procedures (SOPs).
  • Maintain network mapping and ensure accurate service records and documentation for compliance and operational integrity.

Troubleshooting & Fault Diagnosis:

  • Use network management tools such as ISE, Prime Infrastructure, Spectrum, and LAN Sweeper to troubleshoot faults and diagnose network issues.
  • Monitor network uptime, ensuring adherence to Service Level Agreements (SLAs).

Operational Support & Design:

  • Assist in developing maintenance schedules in alignment with manufacturer and agency guidelines, while monitoring the performance of the network and voice collaboration infrastructure.
  • Execute communications infrastructure analysis and configurations to support incident management and problem-solving processes.

Training & Collaboration:

  • Provide On-The-Job Training (OJT) to enhance the proficiency of Digital Workplace Support Section personnel, ensuring readiness for cross-training activities.
  • Collaborate with other sections within the Service Operations Branch to support mission-critical requirements.

Compliance & Security:

  • Ensure compliance with cryptographic security standards in all activities related to communication systems.
  • Maintain awareness of ongoing infrastructure changes and operations to support up-to-date system performance.

Additional Responsibilities:

  • Deputize for higher-grade staff when required, offering leadership support as needed.
  • Perform any other duties that contribute to the successful execution of the communication infrastructure program.

Requirements:

Experience:

  • At least 3 years of experience in designing, deploying, and configuring VoIP solutions, including working with Call Managers, management appliances, and endpoints.
  • Experience in virtual environments such as ESXi, vSphere, and vCenter.
  • Practical knowledge of multi-vendor routing (WAN) and switching (LAN) environments, including Cisco and Dell equipment.
  • Hands-on experience with network monitoring and event management systems like Spectrum and Splunk.
  • Experience with digital and analog network management, including fault, accounting, and configuration management of routing and switching systems.

Skills & Knowledge:

  • Solid understanding of implementing and managing WAN, LAN, and Voice Collaboration technologies within an enterprise network.
  • Proficient in using Incident Management Systems such as BMC ITSM.
  • Extensive experience with network configuration, analysis, testing, integration, and support.
  • Knowledge in the installation, maintenance, and troubleshooting of Wireless LAN infrastructure, including identifying interference issues.
  • Practical experience with Cisco Prime Infrastructure deployment, use, and configuration.

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