Analyst

• Support other team members in training, reviewing technical bulletins, and collaboration
• Perform a critical function within the network repair process, impacting network availability and time-to-repair commitments
• Customer trouble management: accept customer phone calls/emails for circuit troubles, isolate fault location, and notify about repair progress
• Liaise with diverse vendors and provide regular updates to customers on circuit status
• Equipment monitoring: check live service status and retrieve historical events
• Workload management: ensure all appropriate tickets are captured, actively monitor open issues until remediated, handle alarm response and trouble ticket assignment
• Resolve open trouble tickets and pursue resolution to closure
• Technical escalation: support and escalate to next level of technical support as necessary
• Proactive and preventive maintenance: identify potential network problems/trends and address issues before service-affecting events
• Professionally manage difficult or emotional customer situations and respond promptly to customer needs
• Solicit customer feedback to continually improve service
• Produce reports and documentation to highlight service incidents

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