Resident Service Support Specialist (RS3) – Call Manager

Coho Technology Solutions is seeking a highly skilled Resident Service Support Specialist (RS3) – Call Manager to provide dedicated, onsite technical support at MCAS Iwakuni, Iwakuni, Japan. This position is responsible for the administration, maintenance, troubleshooting, and optimization of voice communication systems and related Information Technology (IT) infrastructure.

The Resident Service Support Specialist will provide technical assistance to end users, maintain Cisco Unified Communications Manager (CUCM) environments, troubleshoot VoIP and network-related issues, support hardware and software systems, and assist with system changes and upgrades. The ideal candidate is a proactive problem-solver with strong technical expertise, excellent customer service skills, and the ability to maintain reliable IT and voice communication services in a mission-focused environment.

Responsibilities (include but are not limited to):

Call Manager and Voice Communications

• Configure, administer, monitor, and maintain Cisco Unified Communications Manager (CUCM) and related voice communication systems.
• Manage and integrate CUCM with Cisco IP phones, Webex, gateways, and other related hardware and services.
• Troubleshoot and resolve issues involving VoIP systems, call routing, voicemail, user accounts, and related telephony services.
• Configure and manage features such as auto-attendants, call queues, conferencing, call forwarding, and system integrations.
• Generate and analyze CUCM Call Detail Records (CDRs) and system performance reports to identify trends and recurring issues.
• Provide user support and training on CUCM features, voicemail, softphones, conferencing, and other voice communication capabilities.

Technical Support and System Administration

• Provide first-line technical support for hardware, software, network, and system-related issues.
• Respond to and resolve support requests submitted by phone, email, ticketing systems, or in person.
• Troubleshoot system errors and implement appropriate solutions to minimize service interruptions and downtime.
• Escalate unresolved or complex issues to Cisco Technical Assistance Center (TAC), third-party vendors, or other appropriate support resources.
• Monitor and maintain IT systems, including servers, workstations, network equipment, and related infrastructure.
• Perform system updates, patches, backups, and other maintenance activities to support system integrity and reliability.

Hardware and Software Management

• Install, configure, maintain, and troubleshoot hardware and software systems.
• Maintain accurate inventories of IT assets and support timely procurement and replacement of equipment.
• Coordinate with vendors regarding equipment repairs, firmware updates, maintenance activities, and planned system upgrades.
• Develop and maintain user-friendly technical documentation and guides for common IT and telephony processes.

Network Administration

• Monitor network performance and troubleshoot connectivity issues.
• Assist with the administration and maintenance of wired and wireless network infrastructure.
• Support troubleshooting related to firewalls, Virtual Private Networks (VPNs), and other network security technologies.
• Apply knowledge of network protocols and technologies to diagnose and resolve connectivity and communications issues.

Incident Reporting, Documentation, and Change Management

• Maintain detailed records of incidents, troubleshooting activities, resolutions, system changes, and maintenance actions.
• Participate in audits and support compliance with applicable organizational IT policies and security protocols.
• Participate in planning and implementing system changes while minimizing disruption to business operations.
• Evaluate the potential impact of proposed changes to systems, processes, and user workflows.
• Develop and execute change management plans, including communication strategies, training activities, and performance measures.
• Maintain documentation of changes, including risk assessments, testing results, implementation activities, and post-implementation reviews.
• Collaborate with stakeholders to gather input and support the successful adoption of new technologies and processes.

Essential Job Qualifications and Requirements:

• Security Clearance:

• Active Secret Clearance required

• Education and Certifications:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field
• CCNP-Collaboration, Certifications compliant with DOD 8140.03M

• Required Experience:

• Minimum of three (3) years of experience in technical support, IT system administration, network administration, or a related field
• Demonstrated experience configuring, administering, and troubleshooting Cisco Unified Communications Manager (CUCM)
• Experience supporting operating systems such as Windows, macOS, and/or Linux

• Demonstrated Knowledge and Skills:

• In-depth knowledge of analog telephone systems, Plain Old Telephone Service (POTS), Session Initiation Protocol (SIP), Primary Rate Interface (PRI)/T1 circuits, and legacy telephony systems
• Demonstrated expertise in administering and troubleshooting Cisco Unified Communications Manager (CUCM), including VoIP systems, call routing, voicemail, and telephony services
• Knowledge of Cisco IP phones, Webex, gateways, and related voice communication hardware and services
• Knowledge of networking protocols and technologies, including SIP, H.323, VLANs, firewalls, VPNs, and related network infrastructure
• Experience administering, troubleshooting, and maintaining wired and wireless network environments
• Experience installing, configuring, maintaining, and troubleshooting IT hardware, software, servers, workstations, and related systems.
• Knowledge of system patching, software updates, backups, and routine maintenance procedures
• Experience managing IT asset inventories and maintaining accurate equipment and system records
• Ability to document incidents, troubleshooting activities, system changes, resolutions, and technical procedures
• Experience generating and analyzing CUCM Call Detail Records (CDRs) and system performance data to identify trends and recurring issues
• Knowledge of change management processes, including risk assessments,