Senior Telecom Analyst

This position is primarily responsible for providing 2nd and 3rd level support for Progress Energy's voice systems in the Carolinas and Florida.  The position requires the following:
-Work independently on tasks/projects with limited supervision
-Provide technical guidance and troubleshooting support in an operations environment to field technicians on Nortel, Avaya and other private branch exchange (PBX) telephony systems  that make up the Progress Energy voice network
-Provide direction, workflow management, policy and technical documentation for voice systems
-Provide incident management support to Network Control analysts in the triaging of voice systems incidents
-Provide support to problem management teams in analyzing and resolving declared problems with all voice systems.
-Provide communications on system wide voice systems performance issues and necessary remediation steps
-Provide maintenance on PBX systems including software upgrades, password changes, configuration management
-Represent operations on teams that evaluate emerging voice systems technologies to set architectural direction
-Participate in projects and provide project support as required
-Participate in voice systems equipment demonstrations, vendor contract management and unit budget management
-Provide mentoring to junior staff in technical and professional development and train technical staff in troubleshooting and maintenance practices, use of equipment, monitors, and diagnostic tools

Education and/or Experience:
Bachelor's degree (or 9+ years without Bachelor's degree) and 5+ years direct experience installing and supporting Nortel PBX systems
-5+ years direct experience installing and supporting voice networks
-5+ years of detailed field troubleshooting experience
-5+ years direct experience with Nortel Meridian voicemail systems
-2 years direct experience with Nortel call pilot systems or 

Preferred Skills:
Currently Nortel certified on Meridian PBX systems, Meridian Voice Mail and Call Pilot.  Must be able to learn quickly and be certified to support all products within 12 months if not already certified.
-Experience with Avaya phone system desired.  Must be able to learn quickly and be certified to support within 12 months if not already certified
-Experience with VOIP systems desired
-2 years experience with data network installation and support
-Ability to provide general third level telecommunications support for Data, Wireless, Transport and Facility based issues

 

1) Provide technical guidance and troubleshooting support in an operations environment to Technicians on Nortel, Avaya and other private branch exchange (PBX) telephony systems that make up the Progress Energy voice network.  Assist technical staff in diagnosing and resolving operational incidents.  Provide support to problem management teams in analyzing and resolving declared problems with all voice systems.  Provide direction, workflow management, policy and technical documentation for voice systems.  Provide support to Network Control analysts in the triaging of voice systems incidents

2) Provide monitoring and support for monitoring platform for voice systems

3) Provide configuration management for voice systems to include project support for modifications or enhancements to current systems.  Review hardware and software for necessary upgrades or design improvements.  Manage user access and coordinate voice systems security changes.

4) Participate in ongoing development of asset support procedures and provide asset inventory reports as required.  Update asset records for PBX units.  Provide reports as needed to satisfy customer requests and engineering analysis requirements

5) Perform related activities as directed.  Manages personal self-development and maintain current knowledge of the industry to leverage more effective or emerging technologies.  Provide mentoring and training to junior staff

 

Career level.  Fully competent in use of both principles and application.  Works independently on tasks/projects with limited supervision.  Receives guidance only unusual or complex projects or issues.  Identifies problems and possible solutions and takes appropriate action for resolution.  Bachelor's degree or equivalent and 5+ years professional experience.

 

If interested, please apply online at