Technology Operations Analyst - Telecommunications

Children's Mercy    Kansas City, MO
Job Description

Job Responsibilities:

The IT Technology Operations (TechOps) Analyst is part of a highly technical staff that is responsible for incidents and requests escalated from the Service Desk or Operations teams for Core Infrastructure, End User Compute, Network, and Telecommunication technologies.

  • Incident Management & Problem Management
  • Work on Incidents escalated from the Service Desk or Operations teams.
  • Work on the problem management process to eliminate recurring Incidents through the identification of root cause and subsequent resolution.
  • Performs the diagnosis of basic through complex problems by using advanced troubleshooting techniques, either by connecting to a devices remotely or by visiting them directly; consults with team members when additional help is needed
  • Utilize technical expertise and tools to troubleshoot and diagnose system problems and repair systems. Provide technical advice to the user community and other support personnel.
  • Work within and outside the TechOps team as needed to restore the service to the previous stage as early as possible.
  • Request Management
  • Work on all ServiceNow requests, including adds, moves, changes, and decommissions.
  • Provide excellent customer service by responding to and efficiently resolving client issues and requests
  • Event Management
  • Respond to all changes of state that have significance and determine the appropriate control actions.

Job Requirements:

Bachelor s degree and 3-5 years’ experience

5 or more years’ experience could be accepted in lieu of a degree

Preferred Knowledge and experience:

  • Experience in the Operations, Administration, Maintenance, and Provisioning of large, distributed, enterprise voice and messaging systems (VoIP & TDM)
  • Knowledge of call center design and operations
  • Knowledge of PSTN and Inter-exchange carrier networks
  • Familiarity with carrier circuit design, provisioning and installation processes
  • Knowledge of circuit testing and troubleshooting techniques
  • Knowledge of voice network systems and troubleshooting techniques
  • ASCOM Wi-Fi phones

Preferred Certifications

  • CompTIA A+
  • CompTIA Network + or CCNA
  • Microsoft Certified Technology Specialist
  • ITIL Foundation

EEO Employer/Disabled/Vet

Fri, 23 Aug 2019 00:57:44 GMT

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