We have an exciting opportunity for a Telecom Support Specialist II to join our team. A telecommunication support specialist is responsible for overseeing the installation of telecommunications equipment, such as found in complex electronic switching systems, and other plain old telephone service facilities, optical fiber cabling, IP networks, and microwave transmission systems.
Areas of support include:
* Telecom and Network Services
* Executive Leadership Support (White Glove service)
Key Responsibilities:
* Inventories and prioritizes network and equipment repairs.
* Establishes voice and data networks by programming features, establishing interfaces and integrations, following industry standards, and activating remote access tools.
* Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems; and conferring with engineers.
* Documents network by recording configuration diagrams and programming.
* Analyzes network performance and prepares and presents reports based on that analysis.
* Maintains network by troubleshooting and repairing outages, testing network back-up procedures, and updating documentation.
* Initiates moves and/or setups as required/requested.
* Maintains customer rapport by listening and answering questions and resolving concerns in a timely manner.
* Perform remote monitoring and management of system alerts and notifications.
* Monitor system for trouble areas and proactively resolve and document root cause.
* Support internal run-and-maintain activities, including remote monitoring and management system, respond to alerts, monitor health and seek improvement opportunities.
* Make use of enterprise monitoring tools (Solar Winds and Splunk).
* Function as a point of escalation for operational entities regarding regular or complex issues
* Work on daily service tickets while engaged on moves/set-ups.
Required Experience/Skills:
* A minimum of 2 - 5 years experience in system engineering, software development, or related field
* Support a Cisco centric WAN, LAN, and WLAN environment. This includes routers, switches wireless controllers, light weight access points (LWAP).
* LAN infrastructure, switchgear, UPS, WIFI, VCS, IPT Phone device management (setup/moves)
* Experience with wireless LAN controller and Lightweight Access Points, preferably Cisco equipment.
* Basic understanding of WLAN technologies, network management, 802.11 b/g/n/ac standards.
* Basic understanding of security protocols and authentication (WPA2, EAP-TLS, 802.1x, AAA) and experience with RADIUS solutions (preferred: NPS and/or ISE).
* Motivated self-starter who approaches technical problems with creative solutions. Ability to multi-task, attention to detail, excellent organizational skills, good follow-up and judgment. Ability to work both independently and within a team environment backed up by strong communication skills.
* Ability to clearly communicate both business and technical terms and information/requirements/instructions to a wide variety of audiences (face-to-face, teleconference, phone and email)
Other Requirements:
* Candidates must either be US Citizens or Permanent Residents
* Candidates must have resided in the United States for the past 5 years
* Candidates must not have traveled outside of the United States for a combined total of 6 months or greater in the past 5 years
* This position requires successful completion of a background check, drug screen, and a credit check.
Desired Experience/Skills:
* CCNA Certified
* 1+ years in a telecom environment
* 1+ years supporting Cisco and/or Aruba monitoring platforms
* Ability to write technical/functionality specification documentation such as Knowledgebase articles and/or Wiki.
* Basic operational experience with Cisco Wireless LAN Controllers, wireless access points, and management systems
* Basic experience with enterprise networking, monitoring, troubleshooting, and management tools.
* Experience with incident management tools such as Remedy and/or Service Now
Education: A degree from an accredited College/University in Software Engineering, Computer Science, or related discipline is preferred. Otherwise, applicant must have one or more of the following industry certifications - CCENT CWNA, CWSP.
Benefits: Full-time employees (permanent or contract employees who are employed for a term greater than 6 months) are eligible for benefits including time-off benefits, such as vacations and holidays, and insurance and other plan benefits.
Location: Washington, DC
About Us:
Bay State Computers, Inc. is a professional services firm and a leading provider of Information Technology (IT) services and products to the U.S. Federal Government and Industry. Bay State brings together experienced IT professionals and the latest state-of-the-art technology tools, practices, and products to support projects and task order requirements for our customers. For more information about Bay State visit our website and connect with us on LinkedIn.
Bay State Computers, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for this position regardless of race, color, creed, religion, national origin, age, sex, citizenship, ethnicity, veteran status, marital status, disability, or any other characteristic protected by applicable law.
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