MS – IT Infra/Cloud – Associate(Analyst) – Telecom/Voice Support Admin #1 – operate Full Time NEW

At PwC, our people in infrastructure focus on designing and implementing robust, secure IT systems that support business operations. They enable the smooth functioning of networks, servers, and data centres to optimise performance and minimise downtime. Those in cloud operations at PwC will focus on managing and optimising cloud infrastructure and services to enable seamless operations and high availability for clients. You will be responsible for monitoring, troubleshooting, and implementing industry leading practices for cloud-based systems.

Driven by curiosity, you are a reliable, contributing member of a team. In our fast-paced environment, you are expected to adapt to working with a variety of clients and team members, each presenting varying challenges and scope. Every experience is an opportunity to learn and grow. You are expected to take ownership and consistently deliver quality work that drives value for our clients and success as a team. As you navigate through the Firm, you build a brand for yourself, opening doors to more opportunities.

Skills

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Apply a learning mindset and take ownership for your own development.
• Appreciate diverse perspectives, needs, and feelings of others.
• Adopt habits to sustain high performance and develop your potential.
• Actively listen, ask questions to check understanding, and clearly express ideas.
• Seek, reflect, act on, and give feedback.
• Gather information from a range of sources to analyse facts and discern patterns.
• Commit to understanding how the business works and building commercial awareness.
• Learn and apply professional and technical standards (e.g. refer to specific PwC tax and audit guidance), uphold the Firm’s code of conduct and independence requirements.

Additional Responsibilities

Job Description – Telecom & Voice Support (Associate)

Telecom & Voice Support Associate is responsible for day-to-day operations, monitoring, and maintenance of enterprise telephony and voice infrastructure. The role ensures availability, performance, and reliability of VoIP, SIP, PBX, and unified communication systems while supporting incident resolution and service requests.

Minimum Degree Required

Bachelors

Degree Preferred

Bachelors in Computer Science, IT, Engineering or related field

Minimum Years Of Experience

2 – 4 year(s)

Certifications Required

• Cisco CCNA Collaboration or equivalent;
• CompTIA Network+;
• ITIL v4 Foundation;

Certifications Preferred

• Microsoft Teams Voice certification;
• Avaya / Genesys certifications;

Required / Mandatory Knowledge/Skills

Support day-to-day operations of telecom and voice systems including VoIP, SIP, and PBX platforms;

Monitor voice infrastructure performance including call quality, latency, jitter, and packet loss;

Assist in configuration and maintenance of telephony systems such as Cisco CUCM, Unity, Teams Voice, Avaya;

Support SIP trunking, PRI circuits, and telecom carrier connectivity;

Assist in managing dial plans, call routing, hunt groups, and voicemail systems;

Support contact center operations including IVR flows and basic call routing configurations;

Troubleshoot basic voice and telecom incidents and escalate complex issues;

Assist in QoS implementation and voice traffic prioritization;

Maintain telecom inventory including phone numbers, circuits, and endpoints;

Perform routine checks, patching, and updates for voice platforms;

Maintain documentation including call flows, configurations, and SOPs;

Collaborate with network and infrastructure teams for issue resolution;

Support incident, problem, and change management processes;

Provide support to end users for telephony-related issues;

Required Qualifications

Bachelor’s degree in Computer Science, IT, Engineering or equivalent experience;

2+ years of experience supporting telecom and voice environments;

Basic understanding of VoIP, SIP, PBX, and unified communications;

Familiarity with telecom vendors and platforms (Cisco, Avaya, Microsoft Teams);

Understanding of networking fundamentals (TCP/IP, QoS, VLANs);

Experience with monitoring and ticketing tools;

Strong troubleshooting and communication skills;

Ability to work in a team-oriented, 24×7 support environment;

Preferred Knowledge/Skills

Demonstrates basic understanding of voice and unified communications platforms;

Demonstrates ability to troubleshoot telecom issues effectively;

Demonstrates strong communication and documentation skills;

Demonstrates ability to work collaboratively with cross-functional teams;