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AMERICAN SYSTEMS

Voice and Video Technician 2

AMERICAN SYSTEMS

Cisco Voice and Video Technician 2 supporting secure enterprise voice and video communications in a high-visibility Department of Defense environment. Handling daily requests and providing user support in a mission-critical setting.

Posted 7/10/2026full-timeWashington • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $35 - $40 per hourWebsite

Tech Stack

Tools & technologies
ServiceNowUnityVoIP

About the role

Key responsibilities & impact
  • Install, maintain, and upgrade VoIP and VTC endpoints
  • Handle daily MACD requests for phones, voicemail, and user accounts in CUCM and CUC
  • Provide Tier 1/Tier 2 support for voice, video, and conferencing issues by phone, email, and onsite
  • Monitor system health and troubleshoot voice, hardware, and software issues
  • Perform basic troubleshooting for conference room, A/V, and VTC systems
  • Support VTC session scheduling, setup, and monitoring
  • Track and resolve incidents and service requests in ServiceNow or a similar ticketing system
  • Escalate complex issues to senior engineers, Tier 3 support, or vendors
  • Follow DoD STIGs , engineering standards, and local procedures
  • Coordinate repair or replacement of failed VoIP and VTC devices
  • Maintain clear documentation of installs, issues, and resolutions
  • Share recurring fixes and process improvements with the team

Requirements

What you’ll need
  • U.S. Citizenship required
  • Active Top Secret/SCI required
  • High school diploma and 3 to 5 years of related experience supporting voice, video, telecommunications, or unified communications systems
  • Current DoD 8570/8140 IAT II-level certification required (e.g., Security+ CE , or equivalent)
  • Experience supporting Cisco collaboration tools ver. 14+ or higher , including CUCM , Cisco Unity Connection , and related voice/video technologies
  • Working knowledge of MACD operations , endpoint provisioning, and telecom user support
  • Fundamental understanding of Layer 1 troubleshooting and basic voice call flow concepts
  • Ability to provide professional support to users in a fast-paced, mission-focused environment
  • Strong troubleshooting , customer service , organizational, and written communication skills
  • Experience with ServiceNow or similar ticketing systems
  • Proficiency with Microsoft Office applications

Benefits

Comp & perks
  • Healthcare benefits
  • Paid leave
  • Retirement plans
  • Education and training assistance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
VoIP InstallationVTC Endpoint MaintenanceCUCMCisco Unity ConnectionMACD OperationsLayer 1 TroubleshootingBasic Voice Call FlowIncident ResolutionA/V Systems SupportEndpoint Provisioning
Soft Skills
Customer ServiceOrganizational SkillsWritten CommunicationProfessional SupportTeam Collaboration
Certifications
Top Secret/SCI ClearanceDoD 8570/8140 IAT II CertificationSecurity+ CE