Telecom Technical Support Analyst (Tier 2)

Company: NTT DATA
Location: Pocatello
Posted on: June 24, 2022

Job Description:

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Telecom Technical Support Analyst (Tier 2) to join our team in Pocatello, Idaho (US-ID), United States (US).

Position Responsibilities: This is a Level 2 support position on our operations team, which supports the customer's enterprise VoIP system. Engineers/Administrators in this team are responsible for:

• Day to day support and management of the Avaya platforms and adjuncts on an enterprise system.
  • Provides technical support and maintenance for new or existing telecommunications services. Provide leadership on projects by working with team members and internal customers.
  • Create documentation, procedures, checklists and project plans as required.
  • Provide expertise to administer and maintain system changes, upgrades and patch management as required for stable and secure platforms.
  • Diagnosing and remediating incidents and problems related to Avaya Enterprise
  • Triaging customer issues across all technology stacks and assigning to the appropriate technicians and assignment groups.
  • Work with deployment, maintenance and operations team to implement, maintain and support voice networks per architectural designs. Keep organized and accurate records for all voice network with associated subnets.
  • Fulfilling both simple and complex Moves, Adds, Changes, and Deletes (MACDs) and/or Change Requests from customers across a number of systems and platforms
  • Providing timely and effective resolution of issues to meet business requirements and Service Level Agreements
  • Coordinates all required resources for applying fixes to recurring incidents and issues.
  • Executes patches and upgrades of the following: Avaya Enterprise products
  • Apply firmware, software, and licenses
  • Other Duties as Assigned
    Basic Qualifications:
    
    • 3+ years of experience working in a service desk environment supporting telecommunications and Data Networking in an Avaya enterprise environment, including experience with working in an ITIL framework to deliver enterprise services
    • BS/BA or four additional years of related experience
    • Active Top Secret Clearance
      Preferred Qualifications:
      
      • Ability to provide technical support over the phone; good telephone skills, professional demeanor, previous customer service experience strongly preferred.
      • Ability to write clear and comprehensive work instructions, SOPs, and knowledge base documents
      • Excellent communication, organizational and time management skills
      • Must be able to learn new things quickly, need minimal direction, and handle multiple tasks simultaneously.
        Federal Job Posting Language (eff. 1/24/2022)
        
        Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.
        
        About NTT DATA Services
        
        NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
        
        NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
        
        Job Segment:
        Technical Support, Cloud, Help Desk, Information Technology, Firmware, Technology

Keywords: NTT DATA, Pocatello , Telecom Technical Support Analyst (Tier 2), IT / Software / Systems , Pocatello, Idaho