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Telecom Analyst

Nashville, TN 37086

Posted: 06/07/2019 Job Category: Telecom Job Number: 1644

The Telecom Analyst will be responsible for day to day operation and maintenance of various telecom hardware and software systems

Responsibilities:
  • Provides technical coordination of daily moves, adds, changes, and repair on all telecom systems in conjunction with the Sr. Telecom Specialist
  • Monitors and performs changes daily on all telecom systems for optimum performance in order to meet business needs and objectives
  • Troubleshoots telecom systems and voice network issues with assistance from Sr. Telecom Specialist if needed
  • Performs after hours duty to ensure 24/7 system availability
  • Participates in weekly rotation for after-hours support every other week (very low volume of after-hours issues)
  • Completes daily service requests and resolves trouble tickets while ensuring end-user satisfaction and acceptable customer service levels without interruption to the end-user
  • Works with vendors, Sr. Telecom Specialist and department managers to ensure services meet expectations 
  • Creates and maintains documentation of all telecom voice systems/services and connectivity
  • Partners with Sr. Telecom Specialist to order new services, disconnect services and troubleshooting of voice networks with multiple telecom carriers
  • Utilizes MS Windows to access systems GUI interface for system administration
  • Coordinates and performs supervision of any telecom-related work performed on-site by vendors or facility staff

Requirements:
  • 1-year experience in a Telecom or call-center role, supporting a mix of call-center and office phone users
  • Knowledge with Avaya CM, CMS, and Aura Messaging
  • Ability to terminate cross connects on 66 and 110 blocks, as well as other telecom-specific wiring
  • Basic PC knowledge, PC device connectivity and MS Office Suite applications
  • Verbal, written communication and customer- service skills
  • Ability to be flexible/multi-task based on workflow demands
  • Ability to speak, write and read the English language
  • Ability to develop constructive and cooperative working relationships with others, and maintain them over time
  • Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
  • Ability to maintain consistent, punctual and regular attendance
  • Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
  • Ability to engage in active listening with coworkers, management and clients/customers

Chloe Ledet

I'm happy to connect you with your next career challenge. Whatever your needs are, we at Resolution Technologies promise to provide unrivaled quality and service. Please don't hesitate to contact me if you have any questions about this position.

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