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 wi...