Senior IT Telecom Analyst / Telecom Scheduler

Position Summary

This Senior IT Telecom Analyst / Telecom Scheduler is a member of the Telecom Delivery – Carolinas East Field Services team and works closely with the Implementation Coordinators (ICs), Technicians, the Telecom Network Operations Center (NOC), and Telecom Managers to efficiently schedule and complete project implementation and operational maintenance activities for the team in the region.

Responsibilities

• Maintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all Technicians
• Work with ICs on weekly basis to assign Techs with the right skills to complete the work
• Work with ICs on daily (hourly) basis to accommodate changes to scheduled work
• Work with ICs to coordinate parts deliveries in an efficient manner
• Work with ICs to try to fill in available Technician cycles with capital work
• Provide point of contact for Technicians when managers are not available
• Work with second level support to provide rapid response to emergent issues
• Cook up the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.
• Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in
• Use Samsara tool to assist in this
• Create monthly reports documenting completion percentages for assigned work
• Create and assign work orders associated with monthly preventative maintenance
• Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens
• Work with nuclear plant ICs to schedule annual Preventive Maintenance
• Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs

Qualifications

• Associates degree
• Minimum 5 years related work experience
• In lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience desired
• 5 years of experience in Field Services as a Technician or Implementation Coordinator
• Extensive knowledge of Service Now (Incidents, Work Orders, and Change Requests)
• Extensive knowledge of Telecom Engineering Job Packages
• Strong communication, collaboration, and teamworking skills
• Project planning and implementation coordination experience
• Trouble ticket analysis and triage experience
• Installation scheduling experience
• Strong Microsoft Excel knowledge and experience
• The ability to react, adjust, and manage fast-changing schedules, issues, and technician availability