Engineer 5 – Tier II

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November 20

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ARETUM

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Government • Cybersecurity • Enterprise

ARETUM is a leading government contracting company specializing in technology-enabled mission support services for the Department of Defense, Department of Homeland Security, and Federal-Civilian customers. ARETUM provides leading-edge solutions and services focusing on Next Generation Analytics, Engineering Services, Training Services, IT Services, Cyber Security, PMO Support, and Financial Consulting. The company supports federal government missions and initiatives globally and is a prime contractor on numerous contracts.

501 - 1000 employees

🏛️ Government

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Respond to NSD Incident tickets physically and in the system with accurate, timely and thorough updates pertaining to voice, CUCM, UCCX. • Respond to High Priority outages to include Circuit outages with carriers by opening up tickets with carriers until resolved. • Collaborate with other Tier IIs and escalate to Tier III Engineers to reach successful and timely resolution for all customer issues. • Conduct a warm handoff of unresolved issues or activities in progress at shift changes. • Proactive Monitoring and Analysis of UC Infrastructure • Support after hours maintenance on Contact Center and Cisco VoIP systems • MACD and Service Request Support • System level changes and maintenance • Problem Management support including post-mortem reports and analysis • Analysis of service infrastructure using specialized tools and systems • Perform system and database backup and recovery • Circuit outages; work with carriers to resolve circuit issues • Patching • Local PBX/Queue work at Call Center • Experience with Gateway or Unity is beneficial • Daily/night health checks on all systems as applicable • Strong work ethic, highly responsive, dependable, and self-directed • Professional communication skills (verbal and written) • Good team player that takes initiative and is collaborative

🎯 Requirements

• Bachelor's degree in Information Technology or a related field (Additional 4 years of experience can be substituted for degree) • Three (3) years minimum experience in the Voice/Unified Communications and Unified Contact Center Express (UCCX) fields • Proficiency in relevant engineering disciplines and tools, including system design and troubleshooting • Strong analytical and problem-solving skills, with a detail-oriented approach • Ability to communicate complex technical information effectively to both technical and non-technical audiences • Active Public Trust or ability to obtain • Experience with Department of Veterans Affairs

🏖️ Benefits

• Health Care Plan (Medical, Dental & Vision) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation, Sick & Public Holidays) • Family Leave (Maternity, Paternity) • Short Term & Long Term Disability • Training & Development