Implementation Analyst III

Telsource Corporation•Strongsville, OH

3d•Onsite

About The Position

The Implementation Analyst III is a vital technical role within the organization, driving efficiency through script development and process automation while serving as the main technical contact for all on-site technicians during project implementations. This role provides professional-level support for complex network issues, particularly for major accounts, and collaborates closely with Engineering to maintain accurate and up-to-date Runbooks. Responsibilities include configuring network equipment, troubleshooting connectivity issues, managing escalations, and ensuring real-time issue resolution and project tracking. Additionally, the role requires strong mentorship and training capabilities, contribution to documentation, and a consistent effort to improve project success rates through analysis, proactive communication, and continuous process improvement.

Requirements

Working knowledge of Microsoft Office suite.
Cisco Certified Network Associate (CCNA) or equivalent working experience.
Fortinet NSE4 – Secure Networking or equivalent working experience.
Familiar with configuring and basic troubleshooting of Ports, VLANs, IPv4/IPv6, VRFs, OSPF, BGP, ACLs, prefix-lists, route-maps, IPsec and GRE tunnels, SNMP and Syslog.
Familiar with a variety of equipment vendors and the associated equipment interfaces, preferably Cisco, Fortinet, Cradlepoint and Palo Alto.

Nice To Haves

4G, Wi-Fi, Telecom environment experience a plus.
Process and metrics driven.
Carrier/WAN/circuit knowledge.
Telephony knowledge/experience.
Retail support experience.
Call center experience.

Responsibilities

Serve as the main technical contact for all on-site technicians during Acuative Project Implementations.
Perform circuit turn-ups, including configuration and testing of various WAN circuit types.
Conduct basic configuration and troubleshooting of routers, switches, firewalls, and access points/wireless LAN controllers.
Develop scripts and automate processes to enhance team efficiency, including tools for generating daily reports and automating equipment configurations.
Collaborate with the Engineering team to ensure runbooks and operational processes are consistently updated and aligned with client requirements.
Act as a key technical resource and escalation point for team members, offering expert-level troubleshooting and problem-solving assistance.
Provide mentorship to colleagues, sharing knowledge and offering support.
Track technician and customer issues in the tracking system.
Create, maintain, and provide input on runbooks and other Field Technician Documentation.
Compile, validate, and track surveys, pictures, checklists, and other submission materials from technicians and customers.
Perform End-of-Day reporting for projects.
Implement a proactive, real-time notification process for exceptions and problem resolution on a project basis.
Improve project completion on-time success rate (ETA, ETC, First Time Success).
Stay up-to-date on best practices and technology solutions.
Analyze jobs to ensure continuous improvement.
Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents.
Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures.
Complete all mandatory Information Security & Compliance training.
Protect against and report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments.