Senior VTC Technician

Location: Washington, DC
Date Posted: 08-27-2018
Seeking a Senior VTC Technician to provide support for the USCIS’s multimedia infrastructure including video teleconferencing (VTC); video streaming distribution; video production; Qflow for customer queuing; Audio Visual Conference Rooms design/implementation/operation and digital signage services for USCIS CONUS  locations. The successful candidate will manage upgrades to the existing video conferencing systems, including integration of Microsoft OCS/Lync with the current Polycom base infrastructure. The candidate will focus on achieving cost efficiencies in providing IM and on-demand customer collaboration tools, while supporting a dual data-center infrastructure with a failover/load-balanced approach to both service delivery and disaster recovery.
  • Operations management of the Multi-Media Enterprise Network, including:
    • Setup and testing of new hardware and software.
    • Interpreting and correlating outages and degradation to VTC digital signage application, video layer and video equipment, as well as providing routine diagnostics on the equipment.
    • Performing fault isolation and trouble resolution for VTC/Video network, interfacing with internal customers and vendors to ensure timely resolution of network impacting issues.
    • Administering the USCIS Multi-media Enterprise VTC/Video Stream requests activities as well as support for bridging systems, display and project systems, electronic whiteboards, audio systems, DVD and video recording and replay, video streaming systems, control systems, media player and video cameras.
    • Documenting all assets and their interconnections.
    • Providing status reporting of ongoing support activities.
    • Monitoring of system resource utilization, video device/server storage utilization, identification of corrupt files or processes, system archiving, data archiving, and status reporting of the USCIS Remedy and Knowledge support systems.
  • Setup, monitor and troubleshoot video equipment users.
  • Assisting customers with the use of video conference systems through personal instructions in the use of control interfaces and procedures.
  • Schedule and monitor all video teleconferencing sessions.
  • Installing and configuring the video conferencing/streaming equipment as required
  • Supporting daily on-demand operational requirements and setup of video conferencing equipment for all VTC and video distribution systems.
  • Managing USCIS video conferencing bridges.
  • Managing USCIS field VTC systems.
  • Providing technical support of Polycom, Cisco, Microsoft Lync/Skype  video conferencing systems and software. This includes all ports, protocols, routing and interconnection requirements.
  • Operational support of SIP, H.323 and H.320 network protocols.
  • Providing daily setup of audio visual equipment for headquarters conference center and all headquarters conference rooms.
  • Providing Tier II and Tier III operational support to resolve incident tickets related to Fault Resolution to include, but not be limited to, troubleshooting, restoration, replacement of systems or subcomponents, testing, validation, security patching, upgrade, modernization, documentation and tracking.
  • Providing oversight, management, operational and maintenance actions required to provide support for Tier IV (vendor and manufacturer) actions until faults are resolved to USCIS satisfaction.
  • Coordinating with USCIS organizations IT staff Government Agencies (such as Department of State) and outside Public (such as Stakeholders Meetings) as it relates to USCIS Multimedia Operations requirements.
  • Master's Degree or higher and/or >15 years experience
  • Must have a minimum of 5 years’ experience in the below products:
    • Polycom Resource Manager
    • Polycom RMX 4000
    • Polycom DMA 7000
    • Polycom RSS 7000
    • Polycom HDX-7000, HDX-4500, Group Series codec
    • Polycom RealPresence Desktop
    • Basic understand of network, be able to troubleshoot simple network issue like if the device couldn’t get an IP address.
  • Demonstrated success in leadership positions in enterprise video teleconferencing environments.
  • Demonstrated experience performing hardware and software installations as required for VTC systems.
  • Demonstrated experience with Polycom video conferencing systems.
  • Demonstrated experience with Polycom redundant video conferencing bridge, video gateway and gatekeeper.
  • Demonstrated experience with Cisco networking technologies.
  • Demonstrated experience with SIP, H.323 and H.320 network protocols.
  • Demonstrated experience with desktop video applications, video production, video compression formats, codecs and streaming.
  • Demonstrated experience using Microsoft LYNC/Skype
  • Demonstrated experience with IP based video-on-demand (VOD) and live content.
  • Experience operating in a DevOps environment for at least 12 months preferred.
  • Must be a US Citizen and able to obtain the required clearance.

AC4S is an Equal Opportunity Employer, including disabled and vets
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