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Under general direction, candidate provides support to end-users for PC, server, or mainframe applications and hardware. Resolves escalated problems.
Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Analyzes and recommends systems modifications to reduce user problems. Maintains highest level of technical skill in field of expertise.
PROJECT SUMMARY:
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 systemrunning 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. Maintain ASA and Wireless Access Point configurations.
FUNCTIONAL DESCRIPTION OF CANDIDATE NEEDED:
• Work flexible hours to ensure coverage of site activities that occur outside normal work hours 0800 to 1700 EST hours Monday through Friday.
• Perform military base-level communications coordination efforts telephonically in support of hardware and application implementation, address security issues as identified, and maintain the appropriate information in the automated trouble ticket system.
Identify infrastructure requirements and require facility personnel to install infrastructure components as directed by the Project Manager.
• Provide telephonic support to installation team during the implementation of new software and hardware components.
• Maintain ASA and WAP configurations and firmware versions
• Perform troubleshooting of issues that occur during and after implementation. oTelephonically support the user community by troubleshooting network connectivity issues with base facility infrastructure teams. (centralized dial devices, routers, and firewall administration devices)
o Follow procedural guidelines to respond to and/or research customer problems.
• Provide network-engineering support for additions, relocations, upgrades, and removal of DEERS and RAPIDS systems and servers.
• Demonstrate
o Knowledge of the Windows 2000, XP, 7 desktop environment
o Knowledge with all network hardware configurations for users of the customer’s database to include the topology, server and workstation hardware platforms, and associated peripherals relative to the applications.
o Strong customer service skills and experience with troubleshooting leased line problems.
o Expertise to perform IP packet analysis to determine network errors and/or conflicts.
EXPERIENCE REQUIRED:
• 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
• Security + certification
• CASP certification
• Cisco ASA firewall configurations
• WAP configurations
TECHNOLOGY REQUIREMENTS:
• 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
• CISCO ASA 5505
• WAP
Individuals who qualify for and are selected for this position, and do not currently live in the area, must be willing to pay their own expenses to relocate.
