Senior IT Telecom Analyst / Telecom Scheduler

More than a career - a chance to make a difference in people's lives.

Responsibilities

• Maintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all Technicians
• Work with ICs on weekly basis to assign Techs with the right skills to complete the work
• Work with ICs on daily (hourly) basis to accommodate changes to scheduled work
• Work with ICs to coordinate parts deliveries in an efficient manner
• Work with ICs to try to fill in available Technician cycles with capital work
• Provide point of contact for Technicians when managers are not available
• Work with second level support to provide rapid response to emergent issues
• Coordinate the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.
• Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in. Use Samsara tool to assist in this.
• Create monthly reports documenting completion percentages for assigned work
• Create and assign work orders associated with monthly preventative maintenance.
• Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens.
• Work with nuclear plant ICs to schedule annual Preventive Maintenance.
• Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs.

Basic/Required Qualifications

• Associates degree
• Minimum 5 years related work experience
• In lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience

Desired Qualifications

• 5 years of experience in Field Services as a Technician or Implementation Coordinator
• Extensive knowledge of Service Now (Incidents, Work Orders, and Change Requests)
• Extensive knowledge of Telecom Engineering Job Packages
• Strong communication, collaboration, and teamworking skills
• Project planning and implementation coordination experience
• Trouble ticket analysis and triage experience
• Installation scheduling experience
• Strong Microsoft Excel knowledge and experience
• Ability to react, adjust, and manage fast-changing schedules, issues, and technician availability

Working Conditions

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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