Telecom Technical Support with Security Clearance

What You Will Be Doing Tyto is searching for a Tier 2 Technical Support Specialist to support a critical initiative to modernize our Federal Law Enforcement Customers legacy telephony systems to an enterprise-class VoIP and Unified Communications solution across all CONUS locations. This position is a 6-12-month opportunity with option to extend. Responsibilities: This is a Level 2 support position on our operations team, which supports the customer''s enterprise VoIP system. Engineers/Administrators in this team are responsible for: * Day to day support and management of the Avaya platforms and adjuncts on an enterprise system. * Provides technical support and maintenance for new or existing telecommunications services. Provide leadership on projects by working with team members and internal customers. * Create documentation, procedures, checklists and project plans as required. * Provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms. * Diagnosing and remediating incidents and problems related to Avaya Enterprise * Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups. * Work with deployment, maintenance and operations team to implement, maintain and support voice networks per architectural designs. Keep organized and accurate records for all voice network with associated subnets. * Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms * Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements * Coordinates all required resources for applying fixes to recurring incidents and issues. Executes patches and upgrades of the following: Avaya Enterprise products * Apply firmware, software, and licenses * Other Duties as Assigned Qualifications: Candidate must be highly proficient in the following: * Experience with working in an ITIL framework to deliver enterprise services * A minimum of 3 years experience supporting telecommunications as well as related experience in Data Networking as it applies to telecommunications * A minimum of 3 years experience supporting Avaya enterprise environments including related to hardware and software * A minimum of 3 years experience with Avaya * Prior experience working in a service desk or a technical call center environment. * Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred. * Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents * Excellent communication, organizational and time management skills * Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously. Must be willing to work at customer site in Huntsville, Alabama Clearance/Citizenship: * Secret with TS Eligibility * Must be US Citizen About Tyto Athene Tyto is an IT services and solutions company that provides mission-focused digital transformation to enhance the client experience and enable them to achieve desired outcomes. Tyto''s services and solutions embody its domain expertise in four major Technology domains: Network Modernization, Hybrid Cloud, Cyber Security, and Enterprise IT. Tyto offers a broad range of service delivery models including design/install projects, Managed Services, and ''As-a-Service''. With over fifty years of experience, Tyto supports Defense, Intelligence, Space, National Security, Civilian, Health and Public Safety clients across the United States and around the globe. Equal Opportunity Employer: Disability/Veteran After several strategic acquisitions in 2021, Tyto Athene has experienced enormous opportunity and growth. Aside from being the leading provider of mission-focused IT and Cyber services and solutions to critical U.S. government agencies, Tyto is well-positioned to meet the growing demand for network modernization requirements across the federal enterprise. Our employees are the key to the innovation that has made Tyto a success. We provide an environment that is geared to reward creativity, innovation, and teamwork. If you would like to unleash your potential and your career - it''s time to join Team Tyto! Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Created: 2025-11-15