Overview
- Tier One Technologies is seeking a Telecommunications Specialist to provide technical support to various initiatives and projects such as WAN, LAN, VPN, Wiring LAN Infrastructures, and Wireless Environment, etc.
- This hybrid contract-to-hire position will be located in Raleigh, NC.
- SELECTED CANDIDATES WITHOUT REQUIRED CLEARANCE WILL BE SUBJECT TO A FEDERAL GOVERNMENT BACKGROUND INVESTIGATION TO RECEIVE IT.
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.
- Work on ServiceNow tickets.
- 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.
- 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.
- Use provisioning tools to process customer service orders and activate service.
- Understand all allied vendors and systems and processes from order submission to completion & troubleshooting.
- Maintain a keen understanding of all vendors' SLAs.
- 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
Qualifications
- Associate Degree and 3+ years of IT work experience; or an additional 2 years of work experience can be substituted for the degree.
- 3+ years of applicable network experience and support.
- Strong knowledge of SD-WAN, data circuits and network troubleshooting.
- Experience with ServiceNow.
- Proficiency with MS Office Suite, especially Excel and Teams
- 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.
- Strong customer service experience as you will be instrumental in establishing customer relationships.
- Must be flexible and willing to work on-call, overnights and weekends as needed.
- Excellent organizational and communication skills.
- Must be able to obtain Public Trust Clearance.
- All candidates must be a US Citizen or have permanent residence status (Green Card).
- Candidate must have lived in the United States for the past 5 years.
- Cannot have more than 6 months travel outside the United States within the last 5 years. Military Service excluded.
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