Managed Services Analyst
Company: Consolidated Communications
Location: Mattoon
Posted on: May 26, 2023
Job Description:
Major Duties
Classification: Exempt / Non-BargainingThis position may be
location in any CCI market.The Managed Services Analyst provides
direct customer support for suite of Advanced Managed Services
including our Managed Services product line, Managed
Router/Switches, Hosted IP PBX, SIP Trunking, SDWAN and Enterprise
Data Center Co-Location offerings. Responsibilities include
customer communications, triage, research, and resolution assurance
of service incidents and requests regarding the configuration,
usage and troubleshooting of supported Advanced Managed Services.
The Managed Services Analyst will collect service and event
information; identify the Customer's infrastructure and subscribed
services, access Advanced Services support applications and
additional Tier 2/3 technical support staff. Troubles
reported/detected that are beyond the scope of responsibility of
the Advanced Services Analyst Desk personnel will be resolved by
engaging other operations and infrastructure teams.Performs job
duties consistent within safety, legal, and regulatory
requirements; company standards, culture and business practices.
Acts with the highest level of business and personal ethical
standards in all aspects of job performance.
Responsibilities
Create a positive customer experience
and build strong relationships through client focused Advanced
Services service delivery, ensuring timely resolution or
appropriate escalation, communicating promptly on progress, and
handling customers with a professional attitude. Addresses, logs,
researches and resolves basic Advanced Services service incidents
and requests; engages other technical operations teams to resolve
troubles that are beyond the scope of the analyst's ability or
responsibility; escalates and tracks the progress of all working
service incidents, and provides timely customer communications
reporting on progress until resolution is attained. Ensures a
positive end-to-end customer experience and provides single POC for
Advanced Services customer requests, service questions and feature
changes. Collaborate with peer operations teams to coordinate field
and customer site work as needed. Analyzes and resolves service
requests or trouble reports related to Advanced Services service
offerings. Communicate effectively with customers in a clear and
concise manner in real-time. Contributes to departmental activities
and projects by accomplishing related tasks as needed. Participate
in an on call rotation.
Qualifications
General knowledge of Advanced
Services service offerings - Adtran/Cisco router AOS/IOS Managed
Carrier Ethernet Services Hosted PBX/SIP Data Center colocation
SDWAN MetaSwitch technical support experience a plus. Must possess
the ability to solve technical problems at a high level and strong
analytical skills. Must have and display excellent verbal and
written communication skills. Working knowledge of MS Office Suite,
Sharepoint. Demonstrated capacity to learn new services.Required
Education & Experience:
This position requires a Bachelor's
degree or the equivalent and 2 -4 years of applicable experience.
Customer Relationship Management experience required.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits
package:
- 401(k) matching
- Medical, Rx, Dental and Vision insurance
- Disability insurance
- Flexible spending account
- Health savings account
- Life insurance
- Tuition reimbursement
- Paid vacation and personal days
- Paid holidays
- Employee Assistance Program
- Annual bonus program to eligible employee's based upon
organization performance
Other Information
The physical demands described here
are representative of those that must be met by an employee to
successfully perform the essential functions of this job, and the
work environment characteristics are representative of those an
employee encounters while performing the essential functions of
this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently
required to sit, talk on the telephone, and use hands to finger,
handle or feel/reach with hands and arms. Specific vision abilities
required by this job include close vision and frequent use of
computer screens. Occasionally the incumbent may lift up to 30
pounds. The incumbent works primarily in an office environment.
There is high potential for fatigue and stress resulting from
accomplishment of job duties. The noise level in the work
environment is usually quiet.
Other Information
Pay Range (commensurate with skills and experience): $41,500 -
$75,500
Equal Opportunity Employer
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, gender identity or
expression, sexual orientation, national origin, marital status,
familial status, genetics, disability, age, veteran status or any
other characteristic protected by law.
Keywords: Consolidated Communications, Decatur , Managed Services Analyst, Professions , Mattoon, Illinois
Didn't find what you're looking for? Search again!
Loading more jobs...
