What are the responsibilities and job description for the Resident Systems Support Specialist position at Cygnus Professionals?
Job Description
Title: Resident Systems Support Specialist
Location: Ft Wainwright, Alaska
Duration: 7 or 8 months
They will be mainly at Wainwright and may travel to Greely (1:45 min commute) on an as needed basis.
Responsibilities:
- Provide continued on-site support for 12 additional months after the initial year of RS3 support
- Provide direct assistance to the NEC in support of legacy voice to VoIP transition effort.
- Provide technical assistance to maintain contracted levels of system performance. This applies to basic data, voice and VoIP components, and all subsequent phases/additions implemented since the effective date of the system warranty per the contract.
- Respond to NEC taskings that fall within contract scope.
- Have privileged access to the networking environment.
- Perform the functions of Trainer/Instructor to NEC personnel on the newly installed and existing VoIP users that have cut-over from the existing system.
- The RS3 shall meet the all certification requirements for this position IAW CDRL and the Army Best Business Practice (BBP) Training and Certification.
- Have a working knowledge of the network installed under this contract to include knowledge and experience designing, installing, managing, maintaining, and troubleshooting data, voice and VoIP network systems.
- Support organizational maintenance personnel when and where the systems noted above interact and effect the operations and maintainability of existing systems.
- Build a technical manual of procedures to follow for NEC personnel to use during maintaining and troubleshooting all new equipment installed.
- Maintain an updated copy of the technical manual on the Telos Portal.
- Complete a full transition with the on-site implementation team during the final implementation stage (Secure and Test).
- Assist the 311th Signal Command with monitoring and maintaining system performance in both NIPRNet and SIPRNet environments.
- Provide on-site support to include over-the-shoulder training to the system operations staff in the operation and maintenance of the VoIP systems and assist in troubleshooting issues and the planning of any future migrations required for full operation.
- As required, provide familiarity training for the system to include condensed versions of the following formal sessions:
o UCCXD v6.0 - Deploying Cisco Unified Contact Center Express (Purpose Built for Program).
o ACAT - US Army Extended Communications Manager Administration and Troubleshooting.
o AGAT - US Army Gateway Administration and UC Troubleshooting.
o CAIRS TMS - Two weeks formal training, one week over the shoulder training, and e-learning subscription.
- Provide informal sessions of On the Job Training (OJT) for:
o Prime Infrastructure.
o E911.
o WebEx.
- Produce a technical manual which explains the type of equipment installed, all known passwords, configurations, ports utilized, cable runs, interface connections, basic troubleshooting techniques and recommendations, and any other pertinent information needed to properly operate and maintain the newly installed system components
- Provide the following deliverables while on site for one year:
o Weekly Status Reports.
o Monthly Status Reports.
o Technical Manual of Procedures for the systems installed to support operations and maintenance of those systems. The manual shall include but not limited to, a description of the system components, configurations, communications, interfaces, and troubleshooting techniques.
