Job Description

We are seeking a highly skilled Telecom Analyst to deliver exceptional technical telecom support across a broad range of platforms and services. This role involves advanced troubleshooting, support for telecom migrations, collaboration with internal teams and third-party vendors, and ensuring quality assurance for all telecom systems and installations. You will also help shape best practices and support the performance and evolution of our telecom infrastructure.

Key Responsibilities:

• Provide expert-level technical support for telecom platforms including VoIP, Analog/POTS, Cellular, Fax, Alarm Systems, and Elevator Telephone lines.
• Support branch telecom system migrations to 8x8, including planning, testing, and implementation.
• Collaborate with project teams to coordinate deployments, service integrations, and troubleshoot system issues.
• Serve as a telecom subject matter expert, working closely with IT and business stakeholders.
• Ensure installations meet quality standards through QA review of vendor and internal work.
• Develop and track performance metrics and document root cause analyses for recurring issues.
• Contribute to telecom standards, processes, and documentation to improve efficiency and support.
• Maintain clear, professional communication with end users and provide timely updates on support tickets.
• Partner with 3rd-party managed service providers to coordinate support and resolve service issues.
• Identify and implement process improvements and strategic enhancements based on industry trends.

Required Qualifications:

• Bachelor’s degree in Information Technology or related field, or equivalent professional experience.
• Minimum 3 years of IT experience with at least 1 year focused directly on telecom systems.
• Strong technical proficiency with tools like Visio, PowerPoint, Microsoft 365, and Teams.
• Demonstrated experience supporting and troubleshooting VoIP systems (8x8, RingCentral, or similar).
• Proven ability to work with third-party vendors and external telecom service providers.
• Excellent time management, organization, and communication skills.
• Analytical mindset with strong problem-solving capabilities and attention to detail.

Preferred Certifications:

• Certified Telecommunications Analyst
• Network+
• Certified VoIP Analyst

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