On-Site Certified Call Manager_Technician

Job Description

Job Description

Position Summary

The On-Site Certified Call Manager Technician provides hands-on administration, operation, maintenance, troubleshooting, patching, backup, security compliance, and technical support for the Joint Base Charleston Avaya voice environment. The technician sustains Avaya Communication Manager and associated system-management, session-management, border-controller, voicemail, virtual-server, and trunking components while maintaining highly reliable mission voice services.

Key Responsibilities

• Operate, administer, maintain, troubleshoot, and restore Avaya Communication Manager, System Manager, Aura Session Manager, Session Border Controller Enterprise, Local Session Controller, voicemail, media gateways, and associated platforms.
• Perform moves, adds, changes, deletes, translations, dial-plan maintenance, trunk/circuit configuration, line protocol changes, number reclamation, and subscriber administration.
• Maintain SIP and PRI trunks; analyze call-detail records, SIP ladders, ports, protocols, alarms, logs, and traffic/capacity data to isolate and resolve faults.
• Perform system and database backups within required timelines and maintain accurate, organized, current voice-system and voicemail databases.
• Coordinate patching and upgrades for Avaya applications, hypervisors, Linux/Windows servers, and related systems; develop upgrade execution plans with security, downtime, and implementation details.
• Apply OEM guidance, JITC configurations, DoDIN Approved Products List requirements, Military Unique Deployment Guides, STIGs, and local Information Assurance controls.
• Assist with DoD PKI certificate requests, installation, tracking, and expiration notifications.
• Respond on site to emergency, priority, and routine outages and continue repair actions until service is restored; document corrective actions and update records.
• Coordinate with network, transport, VPS/NOC, vendor, and Government personnel; support system upgrades, design reviews, technical solutions, and special projects.

Required Skills and Competencies

• Advanced hands-on expertise with current Avaya Communication Manager environments and enterprise voice/Unified Communications technologies.
• Strong knowledge of SIP, PRI, VoIP, TCP/IP, VLANs, call routing, dial plans, media gateways, SBCs, virtualization, Linux, Windows Server, and voice cybersecurity.
• Ability to use diagnostic tools, system logs, CDRs, protocol traces, and vendor support resources to resolve complex voice incidents.
• Working knowledge of CAIRS/TMS records, work orders, trouble tickets, configuration management, inventory, and technical documentation.
• Ability to communicate technical findings clearly to customers, management, cybersecurity personnel, vendors, and Government representatives.
• Proficiency in reading, writing, speaking, and understanding English.

Required Certifications / Credentials

• Current CompTIA Security+ certification at commencement of cyberspace work and maintained throughout employment.
• Current certificates of completion/approved qualifications for administration of Avaya Communication Manager, Avaya System Manager, Avaya Aura Session Manager, and Avaya Session Border Controller Enterprise.
• Current BICSI Registered Cabling Installer, Technician-level certification; or qualifying installation experience and applicable factory-approved manufacturer certifications where permitted by the PWS.
• Active U.S. Tier 3 / Secret security clearance.
• Ability to obtain and maintain CAC/base access and complete required Anti-Terrorism/security training.

Education

• High school diploma or GED required.
• Associate degree in Telecommunications, Electronics, Information Technology, Networking, Cybersecurity, or a related field preferred. Relevant military technical school, OEM training, or documented specialized experience may substitute.

Experience

• Minimum 5 years of enterprise voice-switching/VoIP support experience recommended, including at least 3 years of recent hands-on Avaya Communication Manager administration and troubleshooting.
• Experience supporting mission-critical systems with strict availability, outage-response, configuration-control, and cybersecurity requirements required.
• DoD/Air Force base telecommunications, Avaya Government/Federal Solutions, or comparable large-campus voice environment experience strongly preferred.

Work Environment / Physical Requirements

• On-site work in data centers, dial central offices, telecommunications rooms, and customer facilities; occasional work near ISP/OSP infrastructure.
• Ability to support 24/7/365 emergency call-back, after-hours maintenance windows, exercises, and scheduled outages.