Telecommunications Analyst

SummaryDo you love technology and helping customers? Are you seeking a role where you can have immediate impact? Do you thrive in agile environments?Our team is seeking a Telecom Analyst to enhance the experience of our customers significantly. We are looking for a candidate who is dedicated to customer service, possesses outstanding communication skills, and demonstrates a commitment to going above and beyond in customer support. The ideal candidate will be responsible for coordinating and managing moves, adds, and changes, as well as troubleshooting and administering Cisco Telecom, Biscom E-Fax, and Cisco Gateways. Additionally, the Telecom Analyst will research and recommend new technologies and process improvements. Ultimately, this role involves implementing and maintaining the organizations data and voice communication systems to ensure optimal performance.ReportingThe Telecom Analyst reports to the Telecom Manager.ResponsibilitiesProviding remote access and telecom support as necessaryPublishing and maintaining documentation in the team knowledge baseExercise good judgement when faced with challenging situationsUnderstand and adhere to escalation pathsParticipating in IT projects and initiatives as necessaryParticipating in on-call rotation to provide after-hours emergency supportProvides excellent customer service with high degree of professionalismAbility to learn and retain new information and skillsCollaborate effectively with team members to identify and work toward solutionsManage multiple tasks and prioritiesHave excellent written and verbal communication skillsRegular and punctual attendanceQualificationsBachelor or Associate degree; high school diploma or GED is acceptable with equivalent work experiencePrior experience with an Enterprise Cisco Telephony solution2 years minimum experience for position.Ability to troubleshoot, navigate and think through complex telecommunication and related systems, and integrations with other non-communication systems (Nurse Call, etc)Systems experience: Cisco Unified Communication Systems (UC, Unity Connections, UCCS, CER), eFaxing applications, Windows & Linux systems, and Cisco Analog and Digital Gateways.Physical Networking: copper & fiber cabling, racks, device power requirements, 66 & 110 blocksExperience working in a ticketing system, ex. Cherwell.Proficiency in providing remote supportExcellent verbal and written communication skillsDemonstrated passion for technologyCertifications a plus, CCNA, CCNET, WebExWorking Conditions & Physical RequirementsTelecom covers 8AM-5PM, Monday-FridayLimited overtime, evening, weekend,Hybrid work optionsOccasional on-call, after-hours rotation