Cisco Voice and Video Technician 2

Overview

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.

Responsibilities

• 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 .

Qualifications

• 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

Pay Transparency Statement AMERICAN SYSTEMS is committed to pay transparency for our applicants and employee-owners. The salary range for this position is USD $35.00/Hr. - USD $40/Hr. Actual compensation will be determined based on several factors permitted by law. AMERICAN SYSTEMS provides for the welfare of its employees and their dependents through a comprehensive benefits program by offering healthcare benefits, paid leave, retirement plans, insurance programs, and education and training assistance. EEO Statement EEO Race/Sex/Disability Status/Veteran Status