Telecommunications Specialist

Responsibilities

• Administer multiple network service requests to vendors providing network services using advanced Telecom Expense Management software.
• Schedule and coordinate network service installations based on project specifications.
• Report and track daily tasks in Excel spreadsheets.
• Follow ServiceNow tickets to closure.
• Perform data analysis, capture, and review of metrics, and provide management reports as requested.
• Manage extraction of data from ServiceNow to create next-day reports of outages.
• Coordinate new upgrades and enhancements.
• Execute the circuit implementation & disconnect lifecycle of assigned orders related to new installs, migrations, and disconnects.
• Support and work with Vendors on the day-to-day activities of the WAN escalations and assist in answering vendor calls.
• Using provisioning tools to process customer service orders and activate service.
• Maintain a keen understanding of all vendors SLA’s.
• Pro-actively communicate progress, critical timelines, and delays/obstacles to Project Managers and Management and seek opportunities to improve processes.
• Work with the ServiceNow ticketing system and vendor ticket reporting to ensure vendors resolve issues on time and close the requests on time.
• Drive to closure of Service Now Trouble Tickets.

Requirements

• Associate's Degree and a minimum of 3 years of IT work experience; or additional 2 years of work experience can be substituted for the degree.
• A minimum of 3 years of applicable network experience and support.
• Strong knowledge of networking to include SD-WAN, data circuits, network troubleshooting.
• Strong customer service experience as you will be instrumental in establishing customer relationships.
• Experience with Service NOW.
• Proficient with MS Office Suite, especially Excel and Teams.
• Excellent communication skills, both written and verbal.
• Strong project coordination skills and ability to manage multiple activities at the same time.
• Troubleshooting knowledge of router, switch and modem connections and setup.
• Remote connections using VPN, Putty and or SSH.
• Prior T2 network support experience is a plus.

Qualifications

• MUST be flexible and willing to work on-call, overnights and weekends as needed.
• MUST be able to obtain a Position of Public Trust Clearance - US Citizen or Permanent Resident (Green Card Holder) and must not have traveled outside the US for a combined total of 6 months or more in last 5 years.
• MUST have resided in the US for the last 5 years.