Customer Service Engineer - Military veterans preferred

ManTech (


  full-time   employee

District of Columbia
United States

Secure our Nation, Ignite your Future

Works from specifications to develop or modify complex software programs to enhance an operating system. May give some direction and guidance to less experienced software systems engineers. Investigates and resolves operational problems in conjunction with other engineering and technical personnel. Develops logic, codes, tests and debugs software packages. Modifies, tests, and debugs retail utilities. Packages and engineers releases to integrate with the company's operating systems. Develops and modifies complex software, such as routines supporting multiprogramming, telecommunications and file management.

Under managerial supervision, provide support to the customer to operate and manage the VA-Video Teleconferencing Systems (approximately 775 VTC systems). Shall follow the process established by the Technical Monitor with regard to the deployment of the new systems or provide recommendations to establish a process for planning and deployment of the VTC maintenance project.

Shall perform the following VTC Support activities:

Move, Add and Change (MAC) work (approximately 28 MAC instances a month.) Move consists of physically moving VTC systems or moving the system profiles to different NCR campus locations within the Tele-Presence Management Suite (TMS). Add consists of adding new systems or creating Tandberg MOVI profiles on TMS. Change consists of making changes on the physical VTC and AV installation or system features within the TMS, e.g., auto answer on, phone books Internet Protocol (IP) address changes.

Generate Tier I NSD Request tickets (approximately 20-30 per week).

Respond to Request tickets generated.

Install VTC Systems and AV equipment (approximately 5 installations per month).

Advise user on how to use VTC and AV equipment.

Train users on how to operate VTC and AV equipment, by using the PowerPoint slides provided by the customer. Training should cover everything a user needs to know about a VTC system and how to use the system to make and receive VTC calls (approximately 6 on-sitetraining sessions per month, each lasting 30-45 minutes).

Install VTC software Tandberg MOVI or Cisco Jabber or any new approved VTC software.

Installation, upgrades and repairs of VTC and AV Systems (Approximately 36 installations a year:

(a) Once ticket is assigned:

(i) Conduct a Site Survey.

(ii) Gather VTC and/or AV equipment requirements from the customer:

1. Request additional LAN drop connections as needed.

2. Request the customer get AC power as needed.

(b) Generate the bill of materials (BOM), which includes:

(i) Makes and models of all equipment

(ii) List of all supplies, i.e. cables, togglers, Velcro, zip ties

Equivalent ExperienceEducation,Bachelors Degree,Bachelors Preferred

Ability to handle stress and work well under pressure,Ability to use MS Office,Ability to use PC,Interpersonal and People Skills

ManTech International Corporation, as well as its subsidiaries proactively fulfills its role as an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, color, sex, religion, age, sexual orientation, gender identity and expression, national origin, marital status, physical or mental disability, status as a Disabled Veteran, Recently Separated Veteran, Active Duty Waretime or Campaign Badge Veteran, Armed Forces Services Medal, or any other characteristic protected by law.

If you require a reasonable accommodation to apply for a position with ManTech through its online applicant system, please contact ManTech's Corporate EEO Department at (703) 218-6000. ManTech is an affirmative action/equal opportunity employer - minorities, females, disabled and protected veterans are urged to apply. ManTech's utilization of any external recruitment or job placement agency is predicated upon its full compliance with our equal opportunity/affirmative action policies. ManTech does not accept resumes from unsolicited recruiting firms. We pay no fees for unsolicited services.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access as a result of your disability. To request an accommodation please click and provide your name and contact information.