Telecommunications Network Analyst

• *6 month contract-to-hire
• *Hybrid on-site in Kansas City, MO

The Tier II Network Voice Telecom Analyst provides advanced operational and technical support for enterprise voice, telecommunications, and collaboration environments. This position is responsible for troubleshooting and resolving escalated voice and telecom incidents involving Cisco voice infrastructure, Cisco IP phones, softphones, collaboration platforms, and Jabra headsets and audio devices.

The analyst serves as a Tier II escalation point for Service Desk and Tier I support teams, taking ownership of complex incidents through resolution while maintaining strong communication with end users, field support teams, network engineering, telecom teams, and vendors.

The ideal candidate has hands-on experience troubleshooting Cisco Unified Communications environments, VoIP, SIP, IP telephony, network connectivity, voice quality, and Jabra hardware/software issues. This role requires strong ticket-management discipline and the ability to troubleshoot issues methodically across the endpoint, LAN/WAN, voice platform, and carrier layers.

Qualifications

• • 3–5 years of experience in enterprise network, telecom, voice, or unified communications support.
• • 2+ years of hands-on Cisco voice/telephony support preferred.
• • Experience providing Tier II technical support in a large enterprise environment.
• • Experience supporting geographically distributed users and locations.
• • Strong troubleshooting and analytical skills.
• • Excellent written and verbal communication skills.
• • Ability to manage multiple incidents while maintaining ownership and SLA commitments.
• • Strong customer-service orientation with the ability to communicate technical issues to non-technical users.
• • Ability to work independently while collaborating with Tier III engineers, network teams, telecom carriers, vendors, and Service Desk personnel.

• Core Competencies
• • Cisco Voice & Telephony
• • VoIP / SIP Troubleshooting
• • Jabra Headset Support
• • Network Troubleshooting
• • Incident Management
• • Problem Management
• • ITSM / ServiceNow
• • Root Cause Analysis
• • SLA Management
• • Customer Service
• • Documentation
• • Vendor Management
• • Change Management
• • Cross-Team Collaboration