UC Field Support Engineer

Socket.dev; Camp Springs (MD); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Basic Life

Health Savings Account

401K matching

Three weeks PTO/Sick

11 Paid Holidays

Pre-Approved Online Training

Job summary

Socket.dev is seeking a UC Field Support Engineer in Maryland, Camp Springs to deliver technical support for UC systems, troubleshoot hardware and endpoints, and coordinate with centralized teams to keep operations running smoothly.

You'll help transition to a cloud-native, Microsoft Teams-based UC environment, address security/compliance needs, and contribute to modernization initiatives while upholding SLAs and cross-functional collaboration.

Qualifications

• Must have strong knowledge of UC infrastructure technologies and experience with Avaya Gov Cloud, Cisco UC, and MS Teams.
• Experience in hardware/endpoint troubleshooting, incident resolution, and upholding SLAs.
• Ability to operate in hybrid on-premises and cloud environments and analyze workload metrics.

Responsibilities

• Deliver technical support for UC systems and resolve incidents promptly.
• Troubleshoot hardware/endpoint issues and coordinate with centralized support teams.
• Maintain UC infrastructure to ensure secure, uninterrupted services across USCIS locations.
• Support transition to a cloud-native, Teams-based UC environment and contribute to modernization initiatives.
• Ensure security/compliance requirements are met and collaborate with cross-functional teams.

Skills

UC infrastructure expertise

Avaya Government Cloud

Cisco Unified Communications

Microsoft Teams

Hardware troubleshooting

Incident management

SLA adherence

Hybrid on-prem & cloud

Performance data analysis

Cross-functional collaboration

Problem solving

Tools

Cisco Unified Communications

Microsoft Teams

Cloud services

Hybrid IT environments

Job description

UC Field Support Engineer
Location: Maryland, Camp Springs
Preferred: US Citizenship

Job Description

The UC Field Support Engineer will be responsible for delivering technical support for UC systems, including incident resolution, hardware and endpoint troubleshooting, and coordination with centralized support teams to ensure continuity of operations. This individual will support the day-to-day operation and maintenance of UC infrastructure, ensuring uninterrupted, secure, and high-quality UC services across all USCIS locations. The role includes supporting the transition toward a cloud-native, Microsoft Teams-based UC environment, coordinating security and compliance requirements, and contributing to continuous modernization initiatives.

Required Skills

• Strong expertise in UC infrastructure technologies, including Avaya Government Cloud telephony, Cisco Unified Communications infrastructure, and Microsoft Teams collaboration services.


• Proficiency in hardware and endpoint troubleshooting, incident resolution, and technical support.


• Experience in managing service delivery and ensuring compliance with defined SLAs.


• Technical knowledge of hybrid on-premises and cloud environments.


• Ability to analyze performance data, service trends, and workload metrics.


• Excellent communication and collaboration abilities to work with cross-functional teams and stakeholders.


• Strong problem-solving skills to detect and resolve UC service issues.

Nice To have Skills

• Familiarity with integration requirements and modernization objectives for UC solutions.


• Knowledge of architectural leadership for enterprise UC solutions.


• Advanced technical and operational expertise across UC services.

Certifications

• Relevant certifications in UC systems and solutions, such as Cisco Certified Network Professional (CCNP) Collaboration or similar.


• Certifications in cloud services, such as Microsoft Certified: Azure Solutions Architect Expert or similar.


• We are proud to offer competitive compensation and benefits packages to include


• Medical


• Dental


• Vision


• Basic Life


• Health Saving Account


• 401K matching


• Three weeks of PTO/Sick


• 11 Paid Holidays


• Pre-Approved Online Training