Support Analyst (Cisco, Skype, IM, VMware)

Location: Danbury, CT
Date Posted: 09-06-2018
Job Summary
  • Salary in the $80-90,000 range 
  • Comprehensive Benefit and Retirement Programs. 
  • This is a direct hire role.
  • This company has an unbelievable track record of stability, tremendous quality-of-life, benefits, excellent Glassdoor employee reviews and is known for its employee retention.  Folks generally stay there for ten years plus even in our current job-rich marketplace.  This is a brand new position that will allow the placed individual to fashion the Data Science vertical in their own image.

This Position Involves the Following:
  • This position is an analyst role forming part of the Client’s Unified Communications Team.
  • The primary role will be in supporting Microsoft Skype for Business (IM, Presence, Group Chat and Audio/Video Conferencing) including Level 2 & 3 support. The individual will collaborate extensively with other members of the UC team supporting Avaya VoIP, Cisco VC endpoints and SIP for global users.
  • The ideal candidate for this position will have a thorough understanding of Unified Communications technologies and VoIP, preferably with hands-on experience supporting Microsoft SfB with cross-platform VC integration.
  • We are seeking an individual who is self-organized, with strong analytical and technical skills to address operational support across a global enterprise.

  • Provide troubleshooting, expert advice and guidance with Skype for Business and all inter-dependent technologies.
  • Hands on experience configuring, optimizing and supporting SfB (On-premise and O365) with Skype policy management. o Strong troubleshooting skills and a good understanding of Microsoft server administration (O365 Admin Center and PowerShell), AD, ADFS, and DNS.
  • Comprehensive knowledge of networking technologies including, TCP/IP addressing, and protocols such as SIP, H.323, H.264, H.265, etc. Strong working knowledge of networking (routing, switching, and QoS) and traffic analysis.
  • Working knowledge of Cisco video codecs and Skype video endpoints.
  • Experience of incident response, problem management SLAs and escalation to appropriate entities.
  • Experience with Media Gateways / Session Border Controllers and their administration.
  • Security Standards o Must be able to function efficiently in a compliance-focused, formalized environment, and adhere to processes and standards encompassing collaboration, video, telephony, and infrastructure security.
  • Adhere to change management protocol and secure implementation processes and policies.
  • Teamwork o Must be able to function in a collaborative environment within and across IT/Telecom teams and external resources. Ability to work collaboratively with client IT organizations and vendors.
  • Must be able to contribute to team knowledge/skills while learning from other team members to provide cross-functionality.
  • Configure, troubleshoot and support enterprise level Skype for Business with cross-vendor interoperability and collaboration systems.
  • Collaborate with the UC Team to support all other UC platforms and applications including Avaya VoIP, Cisco VC endpoints, cloud-based video/voice collaboration services, etc.
  • Leverage monitoring tools to improve troubleshooting and performance metrics to enhance user experience.
  • Work with network teams to identify and remediate video, VoIP and QoS issues across the environment.
  • Manage relevant service and incident requests escalated from other internal teams within the defined SLA.
  • Serve as SME on all SfB initiatives, expansions, and upgrades. Assist with all Unified Communications infrastructure and hosted services.

Who Will Be a Great Fit?  
  • 4+ years’ experience and demonstrated knowledge in the following areas:
  • Supporting a multi-vendor UC environment (Skype for Business, Cisco and Skype VC endpoints, O365) with IM and conferencing
  • Experience with Skype for Business 2015, Lync 2013, Skype for Business Online, Microsoft O365 product suite
  • Familiarity with virtualization platforms (VMWare, HyperV or Nutanix)
  • Familiarity with Exchange Unified Messaging and related administration
  • Network management tools to perform analysis on the environment, troubleshoot production issues, (e.g., QoS, Call quality), and provide capacity planning.
As recruiters, we are skilled in our field and understand how to match an opportunity with the individual. Be advised we will not distribute your resume outside our firm without first speaking with you and obtaining your permission.

Brian Hughes
Great Bay Staffing Group​
Professional Search & Contract Staffing
Feel free to forward this job opening to qualified individuals!
resumes at
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