Telecom Services Analyst

Req ID: 114321 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Telecom Services Analyst to join our team in Baltimore, Maryland (US-MD), United States (US).

Job Responsibilities of Telecom Engineer:

- Provide end user support 24x7x365 and On-Call rotation for after hour support as assigned.

- Provide Tier-1 and Tier-2 support of customer Service Requests and Incident troubleshooting and resolution.

- Responsible to meet and maintain required SLA's. - Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair Avaya PBX system and Deskside Phones and Mobile Phones.

- Support, install, and maintain phones, voice mail, Atos and Cisco voice applications, PBX operating systems, and related IT peripherals.

- Provide software engineer PBX/VoIP support, performing software installs/maintenance for optimum system operability and performance, maintain current system patches and upgrades.

- Create new build, change, and deletion of VoIP and analog end points.

- Implement various Cisco Call Manager end points, specifically standard end-user facing features and functionality.

- Program standard Cisco feature sets and understand the impact & interoperability of these features.

- Responsible for service testing to include identifying, correcting, or escalating problems.

- Document network by correct labeling of routing equipment and cables, and documenting configuration diagrams and specifications.

- Resolve Incident and Service Request tickets and proactively follow-up with other technical service towers and 3rd party vendor teams for speed to resolution.

- Manage Service Request and Incident tickets in ServiceNow (SOM), including regular updates to tickets per NTT DATA Change and Problem management processes.

- Responsible for customer satisfaction scores – provides positive customer experience with each customer interaction.

Basic Qualifications:

- Responsible for customer satisfaction scores – provides positive customer experience with each customer interaction.

- 3+ years of experience supporting telecom systems and protocols – including VoIP, ISDN technologies, routing and switching, SIP trunks, RTP, SRTP, PSTN cloud integration, SBCs, and call center technologies.

- 3+ years of experience in data center engineering support  including Smart Hands, device install/decom, patch cabling install/decom, and circuit extension.

- 3+ years of experience troubleshooting carrier and network connectivity issues – both VoIP and TDM.

- 3+ years of experience in support of Avaya IVRs and dialers, and Avaya PBX systems and end user support including mobile phones knowledge and troubleshooting, and Smart Hands support experience.

- 3+ years of experience supporting Cisco Unified Communications platform. Good overall understanding of Cisco’s UC (UCM/CUC/Infrastructure) and UCCE (ICM/CVP) technologies and products.

- 3+ years of experience supporting Mitel PBX switch and hardware desired.

- 3+ years of experience supporting Atos / Siemens Unify hardware.

-  Position requires a Bachelor’s degree in Computer Engineering, Engineering, Computer Science, Information Technology, or related field of study plus 5+ years of experience in the job offered.

Desired Skills:

-Strong understanding of VPN and VMware is desired.

- Proficient with MS Outlook, Word, Excel, PowerPoint and Visio desired.

- Telecommunication certification is desired, such as BICSI, iNARTE, or SCTE Internet Protocol Engineering Professional (IPEP) certification.

- Self-starter, results-oriented, and demonstrates ‘can-do’ traits.

- Strong verbal and written communications.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.