World Wide Technology
At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All.
We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients. Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution.
Our Government Services team provides cleared resources with a global reach to federal civilian, Department of Defense (DoD), and intelligence community markets. We excel at delivering innovative, operationally ready, and cost-effective IT solutions that accelerate the interoperability and resiliency of mission-critical systems.
The UC Engineer is a dedicated, on-site professional responsible for providing technical assistance, troubleshooting, and maintenance of IT systems within a specific location or organization. This role ensures smooth day-to-day operations by addressing technical issues promptly, supporting end-users, and optimizing system performance.
Responsibilities:
Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems. Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts. Implement and manage features like auto-attendants, call queues, and system integrations. Provide user training and documentation on communication systems. Technical Support:
Provide first-line support for hardware, software, and network-related issues. Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance. Troubleshoot system errors and implement appropriate solutions to minimize downtime. System Maintenance:
Monitor and maintain IT systems, including servers, workstations, and network equipment. Perform regular system updates, patches, and backups to ensure system integrity. Ensure compliance with organizational IT policies and security protocols. User Assistance:
Assist staff in understanding and using technology effectively. Conduct training sessions and create user-friendly documentation for common processes. Maintain excellent communication with users to manage expectations and provide updates on issue resolution. Hardware and Software Management:
Install, configure, and maintain hardware and software systems. Manage inventory of IT assets and ensure timely procurement and replacement of equipment. Collaborate with vendors for repairs or upgrades as needed. Incident Reporting and Documentation:
Maintain detailed logs of issues, solutions, and system changes. Provide regular reports on system performance and support activities. Participate in audits and ensure compliance with regulatory requirements. Change Management:
Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations. Evaluate the impact of changes to systems, processes, and user workflows. Create and execute change management plans, including communication strategies, training sessions, and performance metrics. Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes. Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews. Network Administration:
Monitor network performance and troubleshoot connectivity issues. Ensure network security by understanding firewalls, VPNs, and other security measures. Assist with setting up and managing wired and wireless network infrastructure. Qualifications:
Ability to obtain and maintain a Secret Clearance Education: Bachelor’s degree or equivalent experience Experience: 3+ years in a technical support or IT system administration role. Technical Skills: Proficiency in operating systems (e.g., Windows, macOS, Linux). Knowledge of networking protocols and hardware. Familiarity with common software applications, troubleshooting tools, and IT frameworks. Certifications (required): Call Manager: CCNP-Collaboration, Certifications compliant with DOD 8140.03M Soft Skills: Strong communication, organizational, and interpersonal skills; ability to work independently and collaboratively. Location: Quantico, VA A reasonable estimate of the current base pay range for this position is $125,000.00 to $140,000.00 annually. We offer the following benefits to all full-time employees: Health and Wellbeing, Financial Benefits, Paid Time Off, and Additional Perks.
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Configure, monitor, and maintain Cisco Unity Call Manager (CUCM) for voice communication systems. Troubleshoot and resolve issues related to VoIP systems, call routing, voicemail, and user accounts. Implement and manage features like auto-attendants, call queues, and system integrations. Provide user training and documentation on communication systems. Technical Support:
Provide first-line support for hardware, software, and network-related issues. Respond to and resolve tickets in a timely manner via phone, email, or in-person assistance. Troubleshoot system errors and implement appropriate solutions to minimize downtime. System Maintenance:
Monitor and maintain IT systems, including servers, workstations, and network equipment. Perform regular system updates, patches, and backups to ensure system integrity. Ensure compliance with organizational IT policies and security protocols. User Assistance:
Assist staff in understanding and using technology effectively. Conduct training sessions and create user-friendly documentation for common processes. Maintain excellent communication with users to manage expectations and provide updates on issue resolution. Hardware and Software Management:
Install, configure, and maintain hardware and software systems. Manage inventory of IT assets and ensure timely procurement and replacement of equipment. Collaborate with vendors for repairs or upgrades as needed. Incident Reporting and Documentation:
Maintain detailed logs of issues, solutions, and system changes. Provide regular reports on system performance and support activities. Participate in audits and ensure compliance with regulatory requirements. Change Management:
Act as a key participant in planning and implementing IT changes, ensuring minimal disruption to business operations. Evaluate the impact of changes to systems, processes, and user workflows. Create and execute change management plans, including communication strategies, training sessions, and performance metrics. Collaborate with stakeholders to gather input and ensure smooth adoption of new technologies or processes. Maintain documentation of changes, including risk assessments, testing outcomes, and post-implementation reviews. Network Administration:
Monitor network performance and troubleshoot connectivity issues. Ensure network security by understanding firewalls, VPNs, and other security measures. Assist with setting up and managing wired and wireless network infrastructure. Qualifications:
Ability to obtain and maintain a Secret Clearance Education: Bachelor’s degree or equivalent experience Experience: 3+ years in a technical support or IT system administration role. Technical Skills: Proficiency in operating systems (e.g., Windows, macOS, Linux). Knowledge of networking protocols and hardware. Familiarity with common software applications, troubleshooting tools, and IT frameworks. Certifications (required): Call Manager: CCNP-Collaboration, Certifications compliant with DOD 8140.03M Soft Skills: Strong communication, organizational, and interpersonal skills; ability to work independently and collaboratively. Location: Quantico, VA A reasonable estimate of the current base pay range for this position is $125,000.00 to $140,000.00 annually. We offer the following benefits to all full-time employees: Health and Wellbeing, Financial Benefits, Paid Time Off, and Additional Perks.
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