Network Telecom Voice Analyst

Tier II Network Voice Telecom Analyst

Job Type: Full-Time
Function: Network / Voice / Telecom Operations

Provide Tier II support for enterprise Cisco voice, telecommunications, and collaboration environments. Serve as the primary escalation point for complex voice, network, and endpoint incidents involving Cisco Unified Communications, VoIP, SIP, Cisco IP phones, Webex, Jabber, and Jabra audio devices. Own incidents through resolution while collaborating with Service Desk, Network Engineering, Telecom teams, vendors, and business users.

Key Responsibilities

• Provide Tier II operational support for Cisco Unified Communications, IP telephony, voice gateways, SIP trunks, Cisco IP phones, Webex Calling, Jabber, Unity voicemail, and collaboration platforms.
• Troubleshoot voice services including registration failures, call routing, voicemail, extensions, hunt groups, conferencing, transfers, call forwarding, and extension mobility.
• Diagnose and resolve voice quality issues including packet loss, jitter, latency, dropped calls, echo, one-way audio, and registration failures.
• Troubleshoot Jabra headsets, speakerphones, USB/Bluetooth audio devices, firmware, connectivity, microphone, speaker, and audio quality issues.
• Perform structured troubleshooting across endpoints, network connectivity, DHCP, DNS, VLANs, PoE, QoS, Cisco call-control infrastructure, SIP, and carrier services.
• Support phone deployments, moves, adds, changes (MACDs), user onboarding, office relocations, hardware replacements, and asset management.
• Own incidents from assignment through resolution while meeting SLA requirements and documenting root cause, troubleshooting steps, and resolutions within the ITSM platform.
• Analyze recurring incidents, develop knowledge articles, and participate in major incident response and outage troubleshooting.
• Escalate infrastructure and carrier issues to Tier III engineering and telecom vendors with complete documentation.

Required Technical Skills

Cisco Voice & Collaboration

• Cisco Unified Communications Manager (CUCM)
• Cisco Unity
• Cisco Jabber
• Cisco Webex Calling
• Cisco IP Phones
• SIP & VoIP
• Voice Gateways
• Call Routing & Voicemail

Networking

• TCP/IP
• VLANs
• DHCP
• DNS
• QoS
• PoE
• Routing & Switching
• Voice over LAN/WAN

Endpoint Support

• Jabra Headsets
• USB & Bluetooth Audio Devices
• Windows Audio Configuration
• Firmware & Endpoint Management

IT Service Management

• ServiceNow, Jira Service Management, BMC, or equivalent
• Incident & Problem Management
• SLA Compliance
• Root Cause Analysis
• Knowledge Management

Qualifications

• 3–5 years supporting enterprise voice, telecom, networking, or unified communications environments.
• 2+ years supporting Cisco Voice technologies preferred.
• Experience supporting geographically distributed enterprise environments.
• Strong analytical, troubleshooting, communication, and customer service skills.
• Ability to manage multiple priorities while collaborating with Network Engineering, Telecom, Vendors, and Service Desk teams.

Core Competencies

• Cisco Voice & Unified Communications
• VoIP / SIP Troubleshooting
• Network Troubleshooting
• Cisco Webex & Jabber
• Jabra Endpoint Support
• Incident & Problem Management
• ITSM / ServiceNow
• Root Cause Analysis
• Change Management
• Vendor Coordination
• Cross-Functional Collaboration
• Customer Support