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Voice Network Support Analyst

Job Title: Voice Network Support Analyst (Network Administrator IV)

Location: Baltimore, MD

Duration: 12 months (W2)

Job Description:

Required General Skills:

  • 2 plus years (less than 5 years) of solid hands on experience in Voip helpdesk or Voip engineer experience
  • Experience with IP Networking and VOIP Monitoring
  • Solid understanding of Core VOIP technology’s
  • Solid Cisco UC knowledge understanding
  • Good Customer Service, oral and written communication skills
  • Time Management and able to follow up on incident closure
  • Responsible for taking escalation calls from Tier 1 staff and working on tickets regarding UC issues
  • Able to take direction from Senior staff
  • Flexible scheduling as various shifts may come up or work priority’s may change
  • Ability to take part in on call rotation

Should have strong working knowledge of the following (Required):


  • Excellent Customer communication skills both oral and written
  • Communicative skills to convey a situation in a professional and logical manner
  • The ability to prioritize multiple assignments and meet deadlines
  • Strong organizational skills and ability to exercise sound judgement in any given service scenario
  • Ability to follow organization guidelines for change management
  • Ability to document responses to customer issues within ticketing system
  • The desire to learn more within the UC industry and be highly motivated to take on new challenges

Unified Communications:

  • Familiar with handling CUCM Macd’s
  • Familiar with troubleshooting Cisco Voip Gateway’s, FXO, FXS, translation patterns, RP, CSS, PT, HG, Codec issues, Sip debug
  • Analog and digital Telephony ( I.E. T1, PRI, SIP)
  • Endpoints ( Cisco phones and video end points
  • MACD work within different complex VOIP design setups
  • Handset and headset troubleshooting experience
  • Ability to pull monitoring reports and call logs from a UC centralized reporting system which touches all UC technologies

Data Services:

  • Basic Knowledge of Routing and switching
  • Basic knowledge of Spanning tree, EIGRP, BGP

 Should have ability to learn or currently have the following (preferred):

Unified Communications:

  • Oracle SBCEBC troubleshooting experience
  • Avaya experience
  • Skype for Business troubleshooting
  • Microsoft Unified Messaging

 Data Services:

  • UC principals through firewalls
  • DMZ knowledge




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