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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.

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.

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

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