Telecommunications Specialist

Telecommunications Specialist

Location: Onsite 4 days a week in Raleigh, NC

We are seeking a Telecommunications Specialist to provide technical support to Telecommunications services to include various initiatives and projects such as WAN, LAN, VPN, Wiring LAN Infrastructures, and Wireless Environment, etc. You will join the team and perform data analysis, capture and review of metrics and provide reports to management. This position will also allow for hybrid work, reporting to the office 4 days a week. This hybrid schedule could change in the future. This is a first shift M-F position with occasional on-call rotation and after-hours work.

Responsibilities include, but not limited to:

• 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.
• Managing extraction of data from ServiceNow to create next-day reports of outages.
• Coordinating new upgrades and enhancements.
• Execute the circuit implementation & disconnect lifecycle of assigned orders related to new installs, migrations, and disconnects.
• Responsible for the ordering, tracking, and overall coordination required for circuit installations.
• 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.
• Understand all allied vendor and systems and processes from order submission to completion & troubleshooting.
• 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.
• Work Service Now Trouble Tickets and drive to closure.

Basic Qualifications:

• 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.
• 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.
• Strong organizational skills.
• Excellent communication skills, both written and verbal.
• Strong project coordination skills and ability to manage multiple activities at the same time.
• Trouble shooting 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.
• 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.