THE HIGH LEVEL

The work is a mix of Operational/Support (Ticket Based) and Project work. The Smithsonian team is very small and you'll work directly with the COR to support the Museum and it's various structures.

WHAT YOU'LL BE DOING

• Provide daily administrative engineering and upgrade support for Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Unified Contact Center Express (UCCX), Cisco Emergency Responder (CER), and InformaCast by Singlewire, SMACS by Stack8, PhoneView/MigrationFX by UnifiedFX, VMware, and Cisco UCSC series servers.
• Perform analysis, design, development, programming/debugging, testing, and certification of the Cisco UC application and hardware.
• Perform end user moves/ads/changes/deletes within the UC environment
• Basic routing and switching plus security skills necessary to support the Cisco UC environment.
• Participate on project teams with engineers, project managers, and technical staff.
• Troubleshoot end-user and system issues in the Cisco UC environment.
• Support government initiatives which include obtaining government requirements to obtain vendor quotes for equipment.
• Plan/organize/coordinate/execute assigned technical projects and tasks, often requiring expert analysis and direction to teams of other specialists.
• Perform daily VoIP system checks. Maintain all devices at 99.98% or better availability as detailed in the specifications.
• Evaluate emerging technologies to contribute to the long-range planning for system evolution. Conduct market research and provide reports showing best in business/industry leading directions.
• Provide daily VoIP system checks and provide customer POC (COR) with a report that outlines the status of the infrastructure along with any problems which were found and either rectified or need to be escalated - including details of steps taken or need to be taken.
• Open Service Now (SNow) tickets for system maintenance/upgrades as required. Present the system maintenance/upgrades tickets to the change control board (CCB) for approval.
• Work on SNow customer support service tickets as assigned. This work includes travel on site to visit users at any/all Smithsonian sites for break/fix tickets.
• Must be physically mobile (i.e., able to walk distances and climb stairs) in order to service users/equipment at the various Smithsonian museums and office buildings.
• Must be able to lift and move 50+ pounds of items such as boxes, equipment, phones, servers, etc.
• Travel: some local (DC metro area and potentially New York City) travel may be occasionally required with the ability to work outside regular business hours including nights and weekend work in the case of system maintenance or upgrades as needed to minimize impact to Smithsonian visitors/staff.
• Practice robust knowledge management and documentation such that additional back up resources can easily join to help during surge/emergency operations.
• Additional duties as assigned by the government.

WHAT YOU BRING TO THE TABLE

The successful candidate will be flexible, able to shift priorities based on Project deadlines balanced against operational urgency in a customer (SI Museum) environment. You should be a good communicator of status, estimated time to complete (and changes), and other items since often times the customer (COR) is offsite and your peer is as well. Collaboration and communication is key!

• One Cisco Certified Network Professional (CCNP) or higher certification is required with at least seven years of Cisco VoIP-related experience or 15+ years of Cisco VoIP experience.
• Ability to work independently to perform daily administrative/engineering/upgrade support for CUCM, CUC, UCCX, CER, and InformaCast by SInglewire.
• UCCX experience with scripting and Finesse.
• Ability to learn new technologies such as SMACS, UnitedFX products, Cisco Expressway, Intrado/RedSky e911 services, Service Now ticketing system, etc.
• Ability to plan/organize/coordinate/execute technical projects.
• Ability to evaluate emerging technologies in order to contribute to long-range planning and technical review models for system evolution. Includes ability to conduct detailed market research and provide reports to the end-user supervisor/leadership.
• Ability to work in environment with shifting priorities and assignments.
• Background in service delivery - ability to communicate effectively in a consultation role, managing expectations, keeping customers informed regarding system changes and specific problem investigations.
• Ability to communicate effectively orally and in writing to a variety of audiences. Also will present projects and plans to team members and management.
• Must be able to obtain and maintain a Smithsonian security clearance
• Public trust clearance (active) isdesired.

TRAVEL REQUIREMENTS

• Occasional local travel and possibility (rare) of travel to NYC - estimated at 10% travel.

WHY YOU'LL LOVE IT

• Smithsonian is a unique and rewarding environment and on the small team you will have a lot of autonomy and ability to impact the mission.
• Iron Bow is rapidly growing and with growth comes opportunity for all.There is palpable energy and momentum across the company that is easy to tap into and be inspired by.
• Be a part of organizational transformation. Now's the time to join. Iron Bow is redesigning the customer and employee experience. This new approach elevates all and truly enables success.

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