Sr. IT Technical Support Analyst - Network & Voice Services
Skills
- In-depth knowledge of Cisco Unified Communications technologies (CUCM, SME, Unity Connection, UCCX).
- Expertise with voice gateway routers and signaling protocols such as SCCP, SIP/CUBE, analog, and ISDN.
- Strong understanding of network fundamentals including routing, switching, QoS, and CoS.
- Ability to troubleshoot and maintain complex voice and network infrastructure.
Responsibilities
- Install, maintain, upgrade, and troubleshoot Cisco voice systems including CUCM, Unity, UCCE, Webex, and voice gateways.
- Provide network support to the City’s First Responders ensuring reliable communication services.
- Monitor, analyze, and optimize voice and network system performance with a focus on continuous improvement.
- Cross-train team members on voice system technologies.
- Develop scripting and automation for IVR functions to enhance call center efficiency.
Education
- Bachelor’s degree in Computer Science, Information Systems, or a related field from an accredited institution.
Benefits
- 11 Paid Holidays
- Medical, Dental, Vision insurance
- Paid Time Off
- Pension Plan
- Professional Development Opportunities
Average salary estimate
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