Senior Technical Analyst - Unified Communications

Technical Analyst- Unified Communications specializes in monitoring and resolving issues related to Unified Communications platforms, including BroadWorks, WebEx, and Microsoft Teams, while working as part of the broader NOC team. This role ensures seamless communication services for customers by diagnosing and addressing UC-specific alerts, troubleshooting advanced issues, and collaborating across teams to meet service level agreements (SLAs). By leveraging expertise in Unified Communications technologies, this position plays a key role in enhancing customer satisfaction and ensuring the reliability of communication systems.

What You Will Do

• Monitor Unified Communications platforms (BroadWorks, WebEx, Teams) and respond promptly to alerts, alarms, and customer inquiries.
• Diagnose and resolve UC-related incidents, including call quality issues, platform disruptions, and feature malfunctions, using documented procedures and advanced troubleshooting techniques.
• Escalate complex issues to higher-level engineers or vendors when necessary and collaborate to ensure timely resolution.
• Perform routine checks on communication platforms to ensure optimal performance, uptime, and adherence to SLAs.
• Document troubleshooting steps, resolutions, and customer interactions in ServiceNow or other ticketing systems.
• Communicate proactively with customers, providing updates and guidance on resolving Unified Communications issues.
• Stay up to date on developments in UC technologies, emerging tools, and industry trends to drive continuous improvement.
• Support service upgrades, migrations, and maintenance activities to minimize service disruptions.
• Adhere to ITIL-based processes, including incident, problem, and change management protocols.
• Participate in rotating shifts, including weekends or non-standard hours, to provide 24/7 support coverage.
  
  
  

What Qualifies You

• College degree in Engineering, Information Technology, or a related field preferred; equivalent experience may substitute for a degree.
• Preferred certifications: Cisco Certified Network Associate Collaboration (CCNA Collaboration), Microsoft Teams Administrator Associate, or other relevant UC certifications.
• Proven expertise in Unified Communications platforms, including BroadWorks, WebEx, and Microsoft Teams.
• Familiarity with troubleshooting VoIP protocols (SIP, RTP), call flows, and UC infrastructure issues.
• Experience with monitoring tools and ticketing systems, such as ServiceNow.
• Strong problem-solving skills and the ability to resolve technical issues effectively under pressure.
• Excellent communication skills with a customer-centric approach.
• Ability to collaborate within a team environment and follow established procedures.
• A passion for staying current with emerging Unified Communications technologies and pursuing advanced certifications.
• Minimum of 3 years of experience in a technical support role, preferably within a NOC or Unified Communications environment.
  
  
  

Familiarity with ITIL frameworks or ITIL v4 Foundation certification preferred