LOCATION DETAILS:

Expect to travel to FFX locations but will also be supporting the service desk at the main FFX HQ location. They have 120 sites for Fairfax County.

ABOUT THE ROLE:

Cisco Voice Analyst

Analysts will perform the following tasks:

• Work as part of a project team to deploy Cisco IP phones at designated Fairfax County locations. Provide technical support for Unity Connection, Webex Calling, and related systems.
• Perform advanced MACDs (Moves, Adds, Changes, Deletes) and troubleshoot complex call routing, voicemail, and endpoint issues.
• Support Voice Support Technician teams; review technical issues, share best practices, and standardize procedures.
• Engage with network engineers and senior UC engineers to resolve SIP, QoS, routing and trunking issues.
• Familiarity with installation and configuration of IP based enterprise paging systems (Algo Systems experience is a plus)
• Maintain accurate configuration and support documentation, including call flow diagrams and escalation paths.
• Track recurring project issues and contribute to process and service improvements.
• Excellent communication and documentation skills.
• Strong customer service orientation with attention to detail.

Ideal candidates will have the following skills and experience:

• Education: Associate's degree or higher in IT, Telecommunications, or related field (or equivalent experience).
• 2 3 years supporting Cisco Voice / Unified Communications systems. Experience with Unity Connection, and Webex Control Hub.
• Understanding of VoIP protocols and network concepts.
• Familiarity with installation and configuration of IP based enterprise paging systems (Algo Systems experience is a plus)
• Certifications (Preferred): Cisco CCNA Collaboration or CCNA Enterprise