Please note that this is a 1 year contract position.
The Telecommunications Analyst provides advanced customer service in support of fielded hardware, software and connectivity to the main servers. Job duties include: The focus of this position is to coordinate with remote communications personnel to configure network access for specific customer applications based on a pre-determined implementation schedule. Telephonically assist on-site personnel during the implementation. Document all activities related to site coordination and implementation assistance using a Windows2000, Windows XP and or Windows 2007 desktop system running a web-based trouble ticket/change order tracking system. Research and resolve hardware PC, router ASA firewall), software and connectivity implementation problems by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups. Perform network design within the constraints of remote facilities, and provide third level support to the Tier 1 and Tier 2 support personnel. In the course of troubleshooting remote facility network problems, perform IP packet analysis to determine network errors and/or conflicts.
• Knowledge of data communications protocols and utilities (TCP/IP) and possess the ability to perform rudimentary packet analysis. • Knowledge of LAN/WAN hardware components (routers, switches, DSU/CSU, Cat5) • Strong working knowledge of the Windows XP, 2000, 7 desktop environment • Strong working knowledge of PC and peripheral devices (card readers, printers, keyboard, mouse, monitor, digital cameras, and other associated hardware) • Strong working knowledge of Leased line fault isolation • 2 years experience using ticketing system applications • Demonstrate strong customer service skills and prior experience with troubleshooting leased line problems required. • Ability to obtain ADP level II trust agreement • High School Graduate, or equivalent • Ability to type 25 words per minute • Punctual • Reliable • Demonstrated strong verbal and written communication skills • Ability to multi-task • Effective listening skills • Prior customer service experience – 6 + months • CNA/CNE certificate is a plus, but not mandatory • Knowledge of data communications protocols and utilities (TCP/IP) and possess the ability to perform rudimentary packet analysis. • Knowledge of LAN/WAN hardware components (routers, switches, DSU/CSU, Cat6) • Strong working knowledge of the Windows XP and Windows 7 desktop environment • VPN connectivity • Windows Server 2008 • Microsoft Office
For consideration, please reference job number 3031
San Francisco, CAContact