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Telecommunications Analyst

2 months ago

Seattle, United States Apex Systems Full time

Summary

Do you love technology and helping customers? Are you seeking a role where you can have immediate impact? Do you thrive in agile environments?


Our team is seeking a Telecom Analyst to enhance the experience of our customers significantly. We are looking for a candidate who is dedicated to customer service, possesses outstanding communication skills, and demonstrates a commitment to going above and beyond in customer support. The ideal candidate will be responsible for coordinating and managing moves, adds, and changes, as well as troubleshooting and administering Cisco Telecom, Biscom E-Fax, and Cisco Gateways. Additionally, the Telecom Analyst will research and recommend new technologies and process improvements. Ultimately, this role involves implementing and maintaining the organization’s data and voice communication systems to ensure optimal performance.

Reporting

The Telecom Analyst reports to the Telecom Manager.


Responsibilities

  • Providing remote access and telecom support as necessary
  • Publishing and maintaining documentation in the team knowledge base
  • Exercise good judgement when faced with challenging situations
  • Understand and adhere to escalation paths
  • Participating in IT projects and initiatives as necessary
  • Participating in on-call rotation to provide after-hours emergency support
  • Provides excellent customer service with high degree of professionalism
  • Ability to learn and retain new information and skills
  • Collaborate effectively with team members to identify and work toward solutions
  • Manage multiple tasks and priorities
  • Have excellent written and verbal communication skills
  • Regular and punctual attendance

Qualifications

  • Bachelor or Associate degree; high school diploma or GED is acceptable with equivalent work experience
  • Prior experience with an Enterprise Cisco Telephony solution
  • 2 years minimum experience for position.
  • Ability to troubleshoot, navigate and think through complex telecommunication and related systems, and integrations with other non-communication systems (Nurse Call, etc)
  • Systems experience: Cisco Unified Communication Systems (UC, Unity Connections, UCCS, CER), eFaxing applications, Windows & Linux systems, and Cisco Analog and Digital Gateways.
  • Physical Networking: copper & fiber cabling, racks, device power requirements, 66 & 110 blocks
  • Experience working in a ticketing system, ex. Cherwell.

  • Proficiency in providing remote support
  • Excellent verbal and written communication skills
  • Demonstrated passion for technology
  • Certifications a plus, CCNA, CCNET, WebEx


Working Conditions & Physical Requirements

  • Telecom covers 8AM-5PM, Monday-Friday
  • Limited overtime, evening, weekend,
  • Hybrid work options
  • Occasional on-call, after-hours rotation