Senior IT Telecom Analyst / Telecom Scheduler

Duke Energy•Raleigh, NC

9d•Hybrid

About The Position

This Senior IT Telecom Analyst / Telecom Scheduler is a member of the Telecom Delivery – Carolinas East Field Services team and works closely with the Implementation Coordinators (ICs), Technicians, the Telecom Network Operations Center (NOC), and Telecom Managers to efficiently schedule and complete project implementation and operational maintenance activities for the team in the region. This position provides enterprise level support for Telecommunications Services needed to support infrastructure and business applications. These services include but are not limited to Synchronous Optical Networking (SONET), Dense Wavelength Division Multiplexing (DWDM), Optical Transport Network (OTN), Local Area Networks (LAN), Voice Over IP (VOIP), Land Mobile Radio, Microwave Packet Radio and a variety of other hardware and software solutions.

Requirements

Associates degree
Minimum 5 years related work experience
In lieu of Associates degree(s) AND 5 year(s) related work experience listed above, High School/GED AND 7 year(s) related work experience

Nice To Haves

5 years of experience in Field Services as a Technician or Implementation Coordinator
Extensive knowledge of Service Now (Incidents, Work Orders, and Change Requests)
Extensive knowledge of Telecom Engineering Job Packages
Strong communication, collaboration, and teamworking skills
Project planning and implementation coordination experience
Trouble ticket analysis and triage experience
Installation scheduling experience
Strong Microsoft Excel knowledge and experience
Ability to react, adjust, and manage fast-changing schedules, issues, and technician availability

Responsibilities

Maintain a working schedule showing work assignments and PTO (vacations, doctor visits, dependent care, etc.) for all Technicians
Work with ICs on weekly basis to assign Techs with the right skills to complete the work
Work with ICs on daily (hourly) basis to accommodate changes to scheduled work
Work with ICs to coordinate parts deliveries in an efficient manner
Work with ICs to try to fill in available Technician cycles with capital work
Provide point of contact for Technicians when managers are not available
Work with second level support to provide rapid response to emergent issues
Coordinate the assignment of medium/low incident Remedy tickets. This typically involves reading the ticket to look for (missing information, incorrectly routed tickets). It often involves contacting the customer to clarify the issue they are having.
Maintain a continuous working knowledge of Technicians’ locations to efficiently dispatch techs when new incidents come in. Use Samsara tool to assist in this.
Create monthly reports documenting completion percentages for assigned work
Create and assign work orders associated with monthly preventative maintenance.
Provide primary point of contact for nuclear plant Emergency Preparedness contacts when there are issues with sirens.
Work with nuclear plant ICs to schedule annual Preventive Maintenance.
Provide technical expertise and legacy knowledge to NOC analysts and Field Services Techs.