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Telecom Analyst - j2 Global Communications

Employment Type: 
Full - Time
Annual Salary: 
Negotiable
The successful candidate in this position "Telecom Analyst " is responsible for coordination of telecom activities and tasks including but not limited to large ports, circuit orders, co-lo configuration and setup, co-lo consolidations, rate negotiations, etc. 
 
Job Duties:
·          Responsible for problem identification, tracking and resolution of trouble tickets reported by Customer Service and Network Operations Center. Also responsible for updating ticket status through resolution.
·          For all assigned tickets, document trouble resolution process, including phone calls, emails and internal troubleshooting, using ticketing system. 
·          Drive the resolution process for all assigned tickets. Escalate within carrier organizations to expedite resolution. Escalate within j2 telecom or among other j2 groups according to established processes. 
·          Follow escalations procedure to update status on open incidents, problems and service requests. 
·          Actively communicate with local exchange and inter exchange carriers to report, isolate, and resolve service problems and close assigned incidents.
·          Focus on problem resolution and continued improvement of the j2 customer experience. 
·          Deliver assigned service requests. Coordinate, schedule and perform all moves, adds, and changes in the corporate phone system. Provision phones and telecom circuits and equipment as requested in accordance with established SLAs and OLAs. 
·          Schedule, confirm and document remote technician dispatches. Update ticket records accordingly.
·          Direct remote technicians over the phone, keeping track of events and documenting results. Escalate within remote hands organizations and within j2 to meet established deadlines, OLAs and SLAs
·          Track telecom asset inventory and ensure that all relocated or decommissioned asset records are updated in the asset tracking system. 
·          Stage, program, deploy, manage, and troubleshoot telecom equipment in j2 corporate headquarters, data centers, co-lo facilities and remote sites.
·          Coordinate and perform scheduled maintenance on corporate telecom systems within headquarters as well as on remote field equipment.
·          Test all new DID numbers before release to provisioning.   Submit, track, verify and coordinate database changes so that the DID inventory is accurate and timely. 
·          This is a shift based position. Shift assignments will rotate and on-call coverage is required. 
·          Perform all other job duties as assigned by management. 
 
Job Requirements and Experience:
·          Bachelors degree or equivalent is required.
·          8-10 years work experience in telecom with at least 3+ years of Telecom debugging and trouble shooting skills. Note that no formal training is provided as part of this job. Candidate must have more than basic telecom skills and project management skills and be able to be productive within 30 days. Productivity is measured in terms of cost savings, improved operating efficiencies and exceptional quality of service delivery. 
·          3-5 years experience with telecom service contracts; experience with co-location services is a plus.
·          2+ years with a major carrier in the delivery side of the business is a strong plus. 
·          Exceptional communication skills are required: Candidate must be able to effectively communicate with managers, end users, co-workers as well as outside vendors and to interpret and convey a variety of instructions furnished in written, oral, diagram, or schedule form.
       A writing sample will be required. 
·          Candidate must be able to multitask and prioritize workload in a dynamic environment, and be able to work effectively in a team environment to accomplish organizational goals.
·          Candidate must have planning and problem-solving skills. Candidate must have the ability to logically and objectively analyze a problem, identify and isolate the root cause, propose and implement a solution.
·          Experience with Telecom tools, including but not limited to: Punch down tool, RJ45/11/12 crimping tool, toner set, basic cable tester, etc.
·          Candidate must be conversant in the telecom business and understand new and emerging technologies. He/she must be able to research and assess new issues and their respective applicability at j2, as well as make use of trade reference documents, online resources and corporate historical archives, as required. 
·          Candidate must be proficient with Microsoft Project, Visio, PowerPoint, Excel and Word. Advanced knowledge of data filtering, summarizing, and reporting in Excel is a big plus.
·          Flexibility and objectivity are an absolute necessity for this challenging, but rewarding position. This is a shift-based position and some local travel may be required.

For immediate consideration send resume, with "Sr.​​ Telecom Analyst" in subject to: Linh.Pham@j2global.com