UC Field Support Engineer

Job Description

The UC Field Support Engineer will be responsible for delivering technical support for UC systems, including incident resolution, hardware and endpoint troubleshooting, and coordination with centralized support teams to ensure continuity of operations. This individual will support the day-to-day operation and maintenance of UC infrastructure, ensuring uninterrupted, secure, and high-quality UC services across all USCIS locations. The role includes supporting the transition toward a cloud-native, Microsoft Teams-based UC environment, coordinating security and compliance requirements, and contributing to continuous modernization initiatives.

Requirements

• Strong expertise in UC infrastructure technologies, including Avaya Government Cloud telephony, Cisco Unified Communications infrastructure, and Microsoft Teams collaboration services
• Proficiency in hardware and endpoint troubleshooting, incident resolution, and technical support
• Experience in managing service delivery and ensuring compliance with defined SLAs
• Technical knowledge of hybrid on-premises and cloud environments
• Able to analyze performance data, service trends, and workload metrics
• Excellent communication and collaboration abilities to work with cross-functional teams and stakeholders
• Strong problem-solving skills to detect and resolve UC service issues

Nice to Have Skills

• Familiarity with integration requirements and modernization objectives for UC solutions
• Knowledge of architectural leadership for enterprise UC solutions
• Advanced technical and operational expertise across UC services

Certifications

• Relevant certifications in UC systems and solutions, such as Cisco Certified Network Professional (CCNP) Collaboration or similar
• Certifications in cloud services, such as Microsoft Certified: Azure Solutions Architect Expert or similar