Telecom Technical Support Analyst

Overview

On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
No Travel Required

Skills

Telecom Technical Support

Job Details

Job Title : Telecom Technical Support Analyst

Location : King of Prussia, Pennsylvania (Onsite)

Duration : 12+ months

Job Description:

  • 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.
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