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Telecom Analyst
2 months ago
The Telcom Analyst is responsible for installing, laying out, and maintaining all Telcom network components across the company. The successful candidate will work closely with cross-functional teams, including other infrastructure and operations teams, development teams, vendors, and leadership, to ensure network reliability and performance that aligns with business requirements.
Duties & Responsibilities
- Installs, configures, and maintains the organization's infrastructure objects, e.g., routers, ports, switches, and firewalls
- Has knowledge of LAN/WAN
- Installs, configures, and troubleshoots analog, digital, and VOIP telecom infrastructure
- Experience with Nextiva strongly preferred
- Ability to react quickly to outages and provide connectivity solutions for events in adverse weather conditions
- Monitors switches, firewalls, and SD-WAN devices for bandwidth usage, outages, and throughput
- Proactively researches, assesses trends, and makes recommendations for optimizing network infrastructure
- Review configurations, guidelines, standards, and policies to increase value and reliability to the organization
- Assists in developing documents, diagrams, policies, and procedures, and assist in training
- Provides weekly status reports on projects and outages
- Relies on experience and judgment to plan and accomplish tasks
- Works within a team environment, typically with guidance from the information security team, project lead, or manager
- Oversee the day-to-day operations of the Telecom unit within the assigned region
- Assign and prioritize tasks to the technicians using Service Desk (Zendesk) software and monitor the distribution of workload
- Conduct site surveys and liaise with the user community to ascertain their Telecom needs
- Escalate unresolved Telecom issues to senior IT staff by providing concise descriptions and supporting information
- Lead Telecom projects related to setting up new sites, upgrading infrastructure, and refresh equipment
- Enforce Quality Assurance by reviewing the documented resolutions of other techs in the Service Desk software
- Interface and Manage Telecom Vendors to resolve Telecom-related issues and system upgrades
- Handle escalated customer service issues (ISP and Weave) efficiently keeping customer satisfaction high.
- Use of Telecommunications provisioning software and Nextiva to administer moves, adds, and changes on ACS end users' phones, VoIP phones, Voice Mail, and Fax Systems
- Coordinate and manage the relocation and new staff setup for all voice-related services; deliver, set up, and configure phone instruments as needed
- Use ACS Telecom Inventory Management System to keep up-to-date inventory on the voice and data lines and Telecom equipment
- Coordinate, prepare, and provide end-user technical training and/or documentation
- Provide work direction, problem resolution, and training to other technical support personnel as needed
- Enforce ACS' standard procedures for the disposal of end-of-life equipment
- Field escalated support calls and emails related to telecom support
- Prepare technical requirements/specifications/proposals/reports/design documents for Telecom services and equipment, i.e., VoIP, Video conferencing, etc., as needed
- Develop and execute migration plan of existing Centrex services to VoIP environment including the configuration and distribution of the software
- Excellent interpersonal and communication skills, both written and verbal
- Other duties as assigned.
- Bachelor's degree in Information Systems/ Technology Field
- 5+ years in network operations with progressive responsibility
- CCNA certification or higher is preferred
- Technical expertise with networking components and procedures, firewalls and network security, and network monitoring tools.
- Datacenter, campus, and edge networking
- Knowledge of multi-VLAN, Next Generation Firewalls, SD-WAN, Spanning Tree, and wireless networking
- Mid-level knowledge of network and computer technologies.
- Strong work ethic and multi-tasking ability.
- Able to work unsupervised but utilize direction, supervision, and training effectively
- Excellent analytical problem-solving and decision-making abilities
- Strong written and verbal communication skills
- Understanding of standard concepts, practices, and procedures within networking
- Requires 60% Travel
Benefit Packages
Benefits: 401(k) with Match, Medical/Dental/Life/STD/LTD, Vision Service Plan, Employee Vision Discount, Program HSA/FSA, PTO, Paid Holidays *Benefits applicable to Full Time Employment only*