Technical Analyst

• Support Unified Communications (UC) tools such as Microsoft Teams, Zoom, Cisco WebEx, or Avaya systems.
• Lead and manage day-to-day telecom support operations for enterprise voice systems (PBX, VoIP, SIP, analog/digital lines).
• Coordinate with network and infrastructure teams for cross-functional troubleshooting and changes.
• Monitor telecom systems, manage incidents, perform root cause analysis, and drive resolution.
• Handle provisioning, configuration, and decommissioning of telecom circuits and devices.
• Manage vendor relationships for telecom service providers, escalate issues, and track SLAs.
• Maintain telecom documentation, inventories, and topology diagrams.
• Provide L2/L3 support for hardware (routers, switches, telecom gateways) and software issues.
• Work with IT and security teams to ensure telecom infrastructure meets compliance and security standards.
• Participate in audits, DR drills, and capacity planning activities.

Required Skills:


 

• Strong expertise in managing telecom hardware: Cisco, Avaya, Nortel, or similar platforms.
• Experience with VoIP, SIP trunks, PRI lines, and telecom call flow diagnostics.
• Familiarity with ticketing systems (ServiceNow, Remedy) and change management processes.
• Basic networking knowledge (LAN/WAN, IP addressing, DHCP, DNS).
• Experience with telecom monitoring tools and protocols.
• Strong analytical, communication, and leadership skills.
• ITIL Foundation certification preferred