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 to our US Government client.
• 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.