Telecom & Network Support Analyst

Trigyn's Direct Client in Arlington, VA has a long-term contract opportunity for Voice Analyst Level 2 (REMOTE with occasional onsite work).

Candidates should be LOCAL TO VA/DC/MD.

This position will be responsible for Tier 2 operational support, including triage, escalations and projects. This role is a part of the voice services program under the Unified Communications team within the Customer Experience division in Client's Department of Technology Services (DTS). The Client's portfolio of voice products includes Microsoft Teams Phone, Cisco Call Manager, Five9 call center solutions, video intercoms, and legacy, analog voice solutions.

• Supporting day-to-day operations for the County's cloud and on-premise voice services
• Providing Tier 2 support for issues related to the voice systems and related integrations
• Serves as point of facilitation for the County's managed services provider for triage and escalations
• Coordinating with internal teams (ex. cabling, network, security, endpoint, etc.) for hardware, infrastructure and service issues
• Generating operations and analytics reports
• Working with help desk, end users and County’s managed services provider
• Evaluating new products and services
• Leading small projects and upgrades
• Providing technical support on larger operational efforts and project implementations
• Developing operational documentation
• Conducting end user training

• Requirement - 7+ years of telecommunications and networking experience with knowledge in technologies such as analog gateways, VoIP, call centers, call queues, auto attendants, IVR, UCaaS, CCaaS, SIP, SBCs, QoS, cloud
• Experience with Teams Phone and Cisco Call Manager and with Five9 or similar CCaaS product
• Preference – Familiarity with PowerBI and Power Shell
• Preference - Experience working in federal, state or local government

First round interview will be an on-camera Teams video session. Second round interview will be held in person.

TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 27001:2022 and CMMI Level 5 certified company.