Telecommunications Support Engineer

Basic Qualifications

Bachelor’s degree in a specialized area; or equivalent is required plus a minimum of 5 years of relevant experience; or Master's degree plus a minimum of 3 years of relevant experience.

The successful VTC Support Administrator will be knowledgeable in the utilization of ITIL Process Framework principles and possess a technical background working classified environment that includes experience in troubleshooting connectivity issues, hardware and software support, hands-on and remote support.

Certification Requirements:

This position requires a minimum of a IAT Level II (DoD 8570.1M) certification is required: e.g. GIAC Security Essentials - GSEC; CompTIA Security+ CE; Security Certified Network Professional - SCNP; Systems Security Certified Practitioner - SSCP

Clearance Requirements:

This position requires an active TS/SCI security clearance. Must be willing and able to obtain a polygraph within a reasonable amount of time after hire, with acceptable timing determined by manager. Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information. Due to the nature of work performed within our facilities, U.S. citizenship is required.

General Dynamics Mission Systems (GDMS) is actively seeking a Telecommunications Support Engineer that will be responsible for providing delivery of the highest standard of customer service for all users of a Windows based cross-domain enterprise solution operating in a classified environment.

The ideal candidate must possess strong interpersonal skills, a good balance of technical experience including a complete understanding of computers and network operations in a classified environment. Excellent written and verbal communication skills and excellent customer service skills are a must.

The successful Telecommunications Support Engineer must have:

• Heavy telecommunications support - installation, configuration, maintenance, training
• Familiarity with CISCO/Tanberg and Polycom VTC systems and end units
• Experience scheduling and facilitating VTC's using JWICS, DIA/DISA GVS platform and SIPRNet
• Familiarity with H.323 and SIP protocols
• Understanding of VTC equipment to include Codian MCU's, VCS Control, VCS Expressway, ISDN Gateway's and the Telepresence Management Suite (TMS)
• Hands on experience using Remedy and/or ServiceNow ticketing systems
• Background with standard audio and video equipment, Questron or AMX panel functionality
• Microsoft Windows and Office user support experience

Essential Duties for the VTC Support Administrator:

• Schedule and facilitate VTC meetings, and troubleshoot issues
• Provide first-response support to customer incidents and requests via phone and email
• Triage customer issues.  Resolve on-the-spot fixes (password resets, etc.)
• Escalate tickets to appropriate teams
• Maintain a high level of Help Desk customer focus by prioritizing issues and communicating appropriately with external and internal customers
• Coordinate with cross-team and cross-departmental expertise necessary to effectively respond to issues

General Dynamics Mission Systems (GDMS) engineers a diverse portfolio of high technology solutions, products and services that enable customers to successfully execute missions across all domains of operation. With a global team of 12,000+ top professionals, we partner with the best in industry to expand the bounds of innovation in the defense and scientific arenas. Given the nature of our work and who we are, we value trust, honesty, alignment and transparency. We offer highly competitive benefits and pride ourselves in being a great place to work with a shared sense of purpose. You will also enjoy a flexible work environment where contributions are recognized and rewarded. If who we are and what we do resonates with you, we invite you to join our high performance team!
General Dynamics is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce.EOE/Disability/Veteran