The Voice Over Internet Protocol (VOIP) Technician serves as the subject matter expert for Cisco Unified Call Managers and telephony systems, providing technical support and configuration across secure networks for government clients. Responsibilities include managing communication projects, troubleshooting multi-vendor hardware and software, administering voicemail and emergency responder systems, and ensuring network stability and security. The role requires travel, technical certifications, and experience in IT service management to support large-scale defense and enterprise IT operations.
ManTech seeks a motivated, career- and customer-oriented Voice Over Internet Protocol (VOIP) Technician to join our team in Annapolis Junction, MD.
In this role, you will serve as the VOIP SME, supporting Cisco Unified Call Managers across a global footprint and managing POTS lines, including e911 services in support of the Government customer.
Responsibilities include, but are not limited to:
Provide broad telephony support, including administrator-level configurations and in-depth technical solutions over secure and nonsecure networks
Serve as the SME for engineers, surveyors, installers, and project managers to develop and implement end-to-end solutions across various vendor products
Manage multiple communication projects to support critical response efforts and streamline services for analog, digital, and video requirements
Administer voicemail servers, call managers, and emergency responders involving T1, fiber, Ethernet, multiplexing, copper wrap, and cellular servicing
Configure and troubleshoot multi-vendor hardware and software systems to support complex defense operations
Engage in the escalation process and provide timely status updates to agency management and internal stakeholders
Support clients across multi-level service platforms by executing in-depth resolutions for real-time incidents and service requests
Provide support for TCP/IP network protocols, including TCP, Session Initiation Protocol (SIP), Session Description Protocol (SDP), and VoIP codecs
Integrate VOIP systems through planning, design, installation, maintenance, and lifecycle coordination
Monitor, tune, and support telephone systems and network infrastructure to ensure stability, reliability, and efficiency
Identify and assess technical requirements, including re-architecting network segments to support growth and new technologies
Support lien mitigation efforts to maintain a compliant System Security Plan and network security posture
Communicate effectively with diverse technical and non-technical audiences, including customers, partners, and staff
Travel approximately 10–20% in support of service requirements; opportunities may include CONUS and OCONUS travel for AVMM support (non-hostile areas only)
Minimum Qualifications:
Bachelor’s degree and 6 years of relevant experience, or 10 years total experience in lieu of a degree
Experience in IT service management, including incident, problem, change, service level, and knowledge management
IATT Level 2 certification (e.g., Security+ CE) required; candidates with Level 1 (Net+, A+) may start with expectation to attain Level 2 within 4 months
Technical management experience, including planning and implementing IT equipment replacement
Strong presentation skills with the ability to convey technical and business concepts to diverse audiences
Experience resolving complex customer issues and interacting across personnel levels
Demonstrated success managing technical projects and satisfying customer needs
Preferred Qualifications:
Experience with customer ticketing systems such as ServiceNow
Experience supporting network devices (including servers) for AVMM/IPTV/Streaming services
IATT Level 2 certification, such as Security+ CE
PMP and ITIL Foundations V3 certifications
Experience supporting large-scale enterprise IT contracts
Clearance Requirements:
Must have a current/active TS/SCI with Polygraph
Physical Requirements:
Must be able to handle IT equipment of a reasonable nature without assistance
Move about inside the office to collaborate with team members and use standard office equipment
Frequently communicates virtually and in person, including delivering presentations. Must be able to exchange accurate information in these situations.
VOIP technician, Cisco Unified Call Manager, telephony support, network administration, IT service management, SIP, network security, System Security Plan, TCP/IP protocols, technical project management
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