Implementation Analyst III

Responsibilities

• Main technical contact for ALL on-site technicians during Acuative Project Implementations.
• Circuit turn-ups: configuration and testing of a variety of WAN circuits types.
• Basic configuration and troubleshooting of routers, switches, firewalls and access points/wireless lan controllers.
• Familiar with configuring and basic troubleshooting of Ports, VLANs, IPv4/IPv6, VRFs, OSPF, BGP, ACLs, prefix-lists, route-maps, IPsec and GRE tunnels, SNMP and Syslog.
• Familiar with a variety of equipement vendors and the associated equipment interfaces, preferably Cisco, Fortinet, Cradlepoint and Palo Alto.
• Script development & process automation to enhance team efficiency, including tools for generating daily reports and automating equipment configurations.
• Cross-functional collaboration with the Engineering team to ensure runbooks and operational processes are consistently updated and aligned with client requirements.
• Serves as a key technical resource and escalation point for team members, offering expert-level troubleshooting and problem-solving assistance.
• Demonstrates a strong commitment to team development by providing mentorship to colleagues, consistently receiving positive feedback for knowledge sharing and support.
• Track technician and customer issues in tracking system.
• Create, maintain and input on runbooks and other Field Technician Documentation.
• Compile, validate and track of surveys, pictures, checklists and other submission material from technicians and customers.
• Project-based End-of-Day reporting.
• Project-based proactive, real time notification process for exceptions and problem resolution.
• Improve project completion on-time success rate (ETA, ETC, First Time Success).
• Stay up to date on best practices and technology solutions. Analyze jobs to ensure continuous improvement.

Requirements

• Working knowledge of Microsoft Office suite.
• Cisco Certified Network Associate (CCNA) or equivalent working experience.
• Fortinet NSE4 – Secure Networking or equivalent working experience.
• 4G, Wi-Fi, Telecom environment experience a plus.
• Process and metrics driven.

Qualifications

• Carrier/WAN/circuit knowledge.
• Telephony knowledge/experience.
• Retail support experience.
• Call center experience.