Telecom & Network Support Analyst

Trigyn Technologies Limited; Arlington (VA); Remote; USD 90,000 - 120,000; Full time

Job summary

Trigyn's Direct Client in Arlington, VA seeks a Voice Analyst Level 2 for a long-term contract. This REMOTE role with occasional onsite work requires local candidates in VA/DC/MD.

You will support cloud and on-prem voice services, coordinate with MSPs, and drive small projects within the Unified Communications team. The position covers Technologies such as Teams Phone, Cisco Call Manager, Five9 CCaaS, and SIP-based voice solutions.

Qualifications

• 7+ years of telecommunications and networking experience (analog gateways, VoIP, UCaaS, CCaaS, SIP, QoS).
• Experience with Teams Phone and Cisco Call Manager; Five9 or similar CCaaS.
• Familiarity with PowerBI and PowerShell is preferred.
• Experience in federal/state/local government environments is a plus.

Responsibilities

• Provide Tier 2 operations support for cloud and on-prem voice services.
• Coordinate triage/escalations with MSP and internal teams.
• Generate operations and analytics reports.
• Lead small projects and upgrades and assist with large initiatives.
• Develop operational documentation and conduct end-user training.

Skills

VoIP

UCaaS

CCaaS

SIP

SBCs

QoS

PowerShell

PowerBI

Teamwork

Tools

Teams Phone

Cisco Call Manager

Five9

Job description

Trigyn's Direct Client in Arlington, VA has a long-term contract opportunity for Voice Analyst Level 2 (REMOTE with occasional onsite work).

Candidates should be LOCAL TO VA/DC/MD.

This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Client's Department of Technology Services (DTS). The Client's portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy, analog voice solutions.

Duties

• Supporting day-to-day operations for the County's cloud and on-premise voice services
• Providing Tier 2 support for issues related to the voice systems and related integrations
• Serves as point of facilitation for the County's managed services provider for triage and escalations
• Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
• Generating operations and analytics reports
• Working with help desk, end users and County’s managed services provider
• Evaluating new products and services
• Leading small projects and upgrades
• Providing technical support on larger operational efforts and project implementations
• Developing operational documentation
• Conducting end user training

Qualifications

• Requirement - 7+ years of telecommunications and networking experience with knowledge in technologies such as analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
• Experience with Teams Phone and Cisco Call Manager and with Five9 or similar CCaaS product
• Preference – Familiarity with PowerBI and PowerShell
• Preference - Experience working in federal, state or local government

Interview process

First round interview will be an on-camera Teams video session. Second round interview will be held in person.

TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.