Technology Infrastructure Analyst - Communication Services

Job Description Summary

This role is responsible for supporting the firm’s enterprise communication technologies. This includes troubleshooting technical issues, fulfilling customer requests, implementing changes, performing testing, maintaining documentation, and supporting projects and technology initiatives. The Analyst works closely with internal teams and external vendors to resolve issues and help maintain reliable communication services across the firm.

The role requires strong technical troubleshooting and problem solving skills, effective communication, customer focus, and the ability to independently manage work through resolution.

Job Description

This role is a hybrid workstyle: with the associate expected to work from a Raymond James office location at least three days per week, including either Monday or Friday.

Please note: This role is not eligible for Work Visa sponsorship, either currently or in the future.

Responsibilities: 

• Provides technical support for telephony, video and meeting collaboration, contact center, and specialized voice communication technologies.  

• Troubleshoots software, hardware, connectivity, configuration, and customer issues and drives them through resolution or appropriate escalation.  

• Supports the administration, configuration, provisioning, and ongoing maintenance of communication platforms and services.  

• Supports communication hardware including phones, handsets, headsets, room systems, specialized voice devices, and related peripherals.  

• Monitors and responds to incidents, service requests, alerts, and operational issues while maintaining accurate and timely documentation.  

• Works directly with users to understand technical issues, identify solutions, and provide clear guidance throughout the support process.  

• Partners with engineers and other technology teams to troubleshoot complex issues, implement changes, and test solutions. 

• Coordinates with vendors and service providers to investigate and resolve issues involving supported platforms.  

• Tests platform changes, software updates, configurations, hardware, and new solutions prior to broader implementation.  

• Creates and maintains technical documentation, support procedures, knowledge articles, and troubleshooting guidance.  

• Participates in platform upgrades, migrations, deployments, and projects involving communication technologies.  

• Identifies opportunities to improve support processes, documentation, automation, and the overall customer experience.  

• Performs other duties and responsibilities as assigned. 

Skills/Previous Experience: 

• Previous experience providing technical support within an enterprise IT, telecommunications, unified communications, collaboration, or similar technology environment is preferred.  

• Experience supporting enterprise telephony, video conferencing, meeting collaboration, contact center, or specialized voice communication technologies is highly preferred.  

• Experience providing technical support and troubleshooting complex issues is preferred.  

• Hands on experience supporting communication hardware such as phones, handsets, headsets, room systems, specialized voice devices, and related peripherals is preferred.  

• Experience with application administration, user provisioning, configuration, incident management, and technical troubleshooting is preferred.  

• Strong customer service experience within a technical support environment is highly preferred.  

Knowledge, Skills, and Abilities: 

Knowledge of: 

• Enterprise telephony and unified communications technologies.  

• Video conferencing and meeting collaboration technologies.  

• Contact center technologies and associated voice services.  

• Specialized voice communication systems used within financial services or similar environments.  

• Voice over IP technologies, including SIP, call routing, endpoints, and related networking concepts.  

• Communication hardware, including IP phones, handsets, headsets, room systems, and related peripherals.  

• Incident, request, change, and problem management practices within an enterprise technology environment.  

• Enterprise IT service management practices and tools.  

• Basic networking concepts relevant to voice and video technologies.  

• Technical documentation, knowledge management, and operational support practices. 

Skill In: 

• Troubleshooting complex voice, video, contact center, hardware, and communication technology issues.  

• Providing responsive and professional customer focused technical support.  

• Analyzing technical issues to identify potential causes and determine appropriate next steps.  

• Administering and supporting enterprise communication applications, services, users, and endpoints.  

• Managing incidents and service requests from initial investigation through resolution or escalation.  

• Communicating technical information clearly to technical and non-technical audiences.  

• Creating and maintaining technical documentation, procedures, and knowledge content.  

• Coordinating troubleshooting efforts across customers, technical teams, engineers, and external vendors.  

• Supporting multiple incidents, requests, and project assignments. 

Ability To: 

• Take ownership of technical issues and drive them through investigation, resolution, or appropriate escalation.  

• Identify and analyze issues involving multiple systems, technologies, or dependencies.  

• Work independently while recognizing when additional expertise or escalation is required.  

• Deliver a high level of customer service while managing complex or time-sensitive technical issues.  

• Communicate clearly and professionally through verbal and written communication.  

• Translate technical concepts into clear, practical information for customers.  

• Establish productive working relationships with associates, engineers, and external vendors.  

• Adapt to changing technologies, priorities, and business requirements.  

• Learn new technologies and develop knowledge across multiple communication platforms and services.  

• Balance day to day operational support with project work, documentation, and continuous improvement.  

• Work effectively within a collaborative team environment.  

• Support scheduled after hours changes, maintenance, and on-call responsibilities when required. 

Education

High School (HS) - Completed (Required)

Work Experience

General Experience - 13 months to 3 years

Certifications

Travel

Less than 25%

Workstyle

Hybrid

The total compensation for this position includes base salary or wages, and may include components such as additional compensation (cash or equity), discretionary bonuses, or commissions. This position is eligible for a benefits package that may include medical, dental, and vision; life insurance; critical illness insurance and accident insurance; disability benefits; retirement savings; paid time off (including vacation, holidays, and sick leave); and parental leave.  Eligibility for benefits and specific offerings may vary based on position and employment status. To view more details of the benefits offered, visit Myrjbenefits.com.

At Raymond James our associates use five guiding behaviors (Develop, Collaborate, Decide, Deliver, Improve) to deliver on the firm's core values of client-first, integrity, independence and a conservative, long-term view. 

We expect our associates at all levels to:
•  Grow professionally and inspire others to do the same
•  Work with and through others to achieve desired outcomes
•  Make prompt, pragmatic choices and act with the client in mind
•  Take ownership and hold themselves and others accountable for delivering results that matter
•  Contribute to the continuous evolution of the firm

At Raymond James – as part of our people-first culture, we honor, value, and respect the uniqueness, experiences, and backgrounds of all of our Associates.  When associates bring their best authentic selves, our organization, clients, and communities thrive. The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs. 

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