Telecom Analyst

About the Job

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, , 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, , 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.

Requirements

Travel Requirements

Between 20% and 50%