Telecommunications Support Analyst

Providence, RI, US • Posted 5 hours ago • Updated 5 hours ago
Contract Independent
Contract W2
Contract Corp To Corp
6 Months
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

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Job Details

Skills

  • legacy PBX support
  • Desk phones
  • softphones
  • headsets
  • and mobile endpoints Voicemail
  • call forwarding
  • hunt groups
  • and auto-attendant issues

Summary

Role: Telecommunications Support Analyst

Location: Providence, RI

Duration: 6 Months contract with possibility of extensions

Hours/week: 35

 

 

Key Responsibilities

Answer incoming calls, tickets, and service requests related to telecommunications issues including:

  • Desk phones, softphones, headsets, and mobile endpoints
  • Voicemail, call forwarding, hunt groups, and auto-attendant issues
  • Basic Microsoft Teams Phone or legacy PBX support
  • Perform initial troubleshooting and provide step-by-step guidance to resolve common issues.
  • Create, classify, and update incidents within the ticketing system accurately.
  • Escalate unresolved or complex cases to Tier 2/Tier 3 telecom/network teams.
  • Communicate planned maintenance, outages, service changes, or updates to callers following predefined scripts.
  • Assist callers with password resets, account lockouts, and basic user profile or device provisioning steps when appropriate.
  • Monitor call queues, meet service-level targets, and maintain exceptional customer service quality.
  • Document recurring issues and recommend updates to knowledge base articles.
  • Collaborate with telecom engineers, network operations, and support managers to improve call flows and reduce repeat incidents.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10113386
  • Position Id: 29314-677-1787585018
  • Posted 5 hours ago
Contact the job poster
Susmita Sahu

Susmita Sahu

Lead Recruiter @ Information Resource Group, Inc.
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