Sr. Technical Analyst

SUMMARY

The Sr. Technical Analyst serves as the primary
point of contact for customers requiring support for Unified Communications as
a Service (UCaaS), VoIP, and related collaboration services. This role operates
in a fast-paced, call center-driven environment and handles inbound calls,
outbound troubleshooting, follow-up calls, and a high volume of support
tickets. The technician provides first-contact support, performs initial
troubleshooting and routine service requests, and maintains clear customer
communication throughout the ticket lifecycle.

JOB RESPONSIBILITIES

Customer Communication
& Call Handling

• Serve as the first
  point of contact for customer support requests through inbound telephone calls
  and assigned support channels.
  
• Make outbound calls
  for troubleshooting, status updates, follow-up, validation, and ticket closure.
  
• Gather complete and
  accurate information to identify the issue, establish impact, and begin
  troubleshooting.
  
• Communicate technical
  information clearly to technical and non-technical customers, provide timely
  updates, and confirm service restoration or request completion.
  

Ticket Management
& Ownership

• Create, update,
  triage, prioritize, and manage support tickets in accordance with established
  service level expectations.
  
• Monitor assigned
  queues and respond promptly to incidents, service requests, callbacks, and
  follow-up activities.
  

First-Level Technical
Support

• Troubleshoot common
  UCaaS and VoIP issues by performing basic endpoint, connectivity, registration,
  voicemail, call-routing, and test-call validation.
  
• Assist customers with
  portal access, password resets, user features, and other standard
  administrative requests.
  
• Complete approved user
  provisioning, deprovisioning, and routine MACDs, validating the completed work
  with the customer and documenting the outcome.
  

QUALIFICATIONS

• Associate degree or
  equivalent experience
  
• 3 years of Help Desk/
  Technical Support Center experience.
  
• 1+ years of experience
  working with a Unified Communications, VoIP, or Cloud-Based Collaboration
  Platform
  
• Strong interpersonal,
  written, and oral communication skills in English
  
• Desire to work in a
  fast-paced team environment within the technology sector
  
• Experience with a
  Service Desk Platform for Ticketing (JSD, SNOW, Ivanti, SFDC, etc.)
  
• Proficiency with
  Microsoft 365 applications
  
• Proficiency with
  triaging inbound technical customer issues and appropriately diagnose case
  severity/priority
  
• Proficiency with
  networking basics
  

PREFERRED
EXPERIENCE: 

• Bachelor’s degree or
  equivalent experience
  
• Experience supporting
  VoIP, hosted PBX, Microsoft Teams Phone, or UCaaS services.
  
• Basic knowledge of
  TCP/IP, DHCP, DNS, VLANs, NAT, and common endpoint connectivity concepts.
  
• Technology
  Certifications (CompTIA Network+, Cisco CCENT/CCNA)
  

JOB REQUIREMENTS

• Should be willing to
  accept a long-term work-from-home arrangement.
  
• Should be amenable to
  a permanent night shift schedule (8AM – 5PM EST US Time Zone).