JOB SUMMARY

The Network Support Analyst supports Telesystem network-based voice and data customers in facilitating repair of field facilities through carrier interaction and field technician resources.  This includes troubleshooting and repairing circuits of various transport types and will also provide remote assistance to field technicians during on site dispatches. Additional functions of this role include but are not limited to monitoring of all circuits via the company's monitoring system, and sourcing and analyzing bandwidth reports for customers across regions.

The Network Support Analyst reports directly to the Supervisor, Network Support.

There are no direct reports to this position.

ESSENTIAL JOB FUNCTIONS:

• Monitor and respond to all network alarms and notifications detecting whether the issue is power, transport and/or CPE related
• Perform necessary testing of underlying provider circuits, completing head-to-head testing when appropriate
• Troubleshoot Carrier POTS, Regional Toll & LD, and wholesale partner circuits for Fiber, Coax, EoF, and DS1 level services.
• Support Fraud Detection initiatives with enabling and disabling international calling where necessary
• Contact both underlying and partner carriers as needed for facility related issues on their network
• Initiate tickets with underlying carriers and escalate both and internally and externally as needed
• Use of internal systems to create, update, close, and view customer records.
• Effectively test and detect quality and connectivity issues using a variety of systems and methods
• Initial CPE troubleshooting and health checks
• Initial troubleshooting of hosted station connectivity and registration
• Initial troubleshooting and correction of hosted station features
• Schedule onsite dispatches with both field and carrier technicians for troubleshooting and repairs
• Responsible to confirm dispatch closeout and submit for billing where appropriate.
• Aide in the configuration and provisioning of equipment based on service order activity and equipment conversions
• Trouble resolution and project management in accordance with priorities set forth by the department or the company.
• Ensure that trouble tickets and outages are responded to and resolved in accordance with Service Level Agreements (SLAs).
• Monitor, maintain, and Report on SLA’s for customers and ensure the requirements are met.
• Aide in performing preventative maintenance for all Telesystem network elements.
• Continuously document and review recommended best practices to aide in continuous improvement and decreasing Mean Time to Repair (MTTR).
• Manage trouble tickets within the Telesystem trouble ticketing system providing accurate and relevant information via ticket updates and direct communications with Telesystem customers.
• Work with internal and external resources to accurately test and process faulty equipment.
• Adhere to BCI policies and procedures, including the Equal Employment Opportunity (EEO) guidelines and safety standards, always.
• Following and enforcing Department and Company’s policies and procedures, including the EEO guidelines and safety
• Participate in training and development regarding procedures and operating standards of the department.
• Performing any miscellaneous department duties as needed.

JOB REQUIREMENTS:

Education and Experience:

• High School Diploma/GED—Required
• Associate Degree – Major in IT, WAN/LAN, Telecommunications, Engineering or related technical degree.

OR

• 2 years prior telecommunications or networking experience, specific to configuring or troubleshooting network equipment

AND

• Obtain certification(s) in an effort to support existing and new products (example: Adtran, Sophos, Fortinet, Juniper Mist) – required

Will work with employee through training and employment for obtainment

• Experience with remote testing and troubleshooting DS1, TDM, and Ethernet over Fiber– required
• Working knowledge troubleshooting experience with carriers for access and last mile facilities--required
• Experience working with various routers, switches, and head-end equipment – strongly preferred
• Networking Certification (Juniper Networks Certified Specialist (JNCIS) or Cisco Certified Network Associate (CCNA) certification /Comptia Network +)—strongly preferred

Core Competencies:

• Agile - Embraces change; adaptable and flexible; sense of urgency.
• Innovative – Uses critical thinking; Creativity; Continuous learning; Challenges the status quo;
• Customer Focused – External/Internal; Creates the exceptional customer experience; demonstrates a sales and service mentality;
• Collaborative - Teamwork, Proactive knowledge sharing, Constructive Conflict.
• Accountable - See it, Own it, Solve it, Do it; Hold each other accountable.

Job Specific:

• Deliver Results – Strategic planning and execution; Makes decisions in the best interest of the Company; Knows and responds to the business climate; Manages ambiguity
• Displays Leadership – Role Model; Communicates vision; possesses Emotional Maturity; Manages Risks; Resiliency; Business Acumen
• Skills
• High level proficiency with Microsoft applications, especially Excel, Visio and Word.
• Prioritizes well, shows energy, reacts to opportunities, instills urgency in others, meets deadlines;
• Maintains composure during stressful times;
• Evidence of good organizational skills;
• Careful attention to detail;
• Ability to work independently, with little or no supervision;
• Ability to meet scheduled and unscheduled deadlines;
• Ability to bring projects/assignments to completion within required time frames;
• Advanced knowledge of circuit analysis;
• Able to learn new equipment and applications in a timely manner;
• Basic Knowledge of Circuit Test Equipment;
• Demonstrate positive attitude under pressure to co-workers and other contacts
• Other Requirements
• Strictly maintains confidentiality of financial and/or other information acquired in the course of work, discloses only when authorized, unless legally obligated to do so.
• Background record that meets Company standards;
• Reliable transportation

WORKING CONDITIONS

• The Network Support Analyst is a full-time non-exempt position, the position covers day, evening and over night shifts
• The regular hours of work are 40 hours per week, with overtime as needed as assigned by supervisor per the Company’s needs.
• The Network Support Analyst regularly reports to 48I8 Angola Rd Toledo OH, 2700 Northwood Oregon OH, 1 Braxton Way Glenn Mills PA, and/or remote.                      
• The Network Support Analyst works in an automated business office environment with business office equipment including telephones, personal computers, copy machines, and FAX equipment.                         
• The Company is a drug-free workplace.  All employees are required to adhere to the Company’s drug-free workplace programs and policies.  Pre-employment testing is mandatory along with random testing throughout continued employment.                      
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.          

CONFIDENTIALITY

Company resources, equipment and information are provided to employees to facilitate work.  They may not be used for purposes other than work without proper authorization.  Any unauthorized use of Company resources, equipment or information is strictly prohibited.  Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited.  Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.