JOB SEEKERS

JOB DETAILS


IP Serices Analyst

Job Posted/Last Modified:
7/14/2010 — 12:00:00 AM

Company:
Other job openings at Hawaiian Telcom

Expected Start Date:
7/14/2010

Job Title and Description:
IP Serices Analyst

Summary
The IP Services Analyst is responsible for providing Tier 1 support for High Speed Internet Access and related services such as email, DNS/DHCP and Radius.  The IP Services Analyst provides direct support to wholesale and transport ISPs and provides first level escalation for Customer CARE agents and Field Operations.  This position also provides Tier 1 provisioning, technical support and monitoring for Next Generation MPLS based services such as VoIP, Metro-Ethernet Business Services and NGTV.  

Essential Duties and Responsibilities:
1  (50%) Provide in depth technical analysis/results using various test tools & network element management systems to isolate and/or resolve complex network or customer issues.
- Respond to direct trouble tickets via phone and web for ISP, transport and/or Metro Ethernet business class customers.
- Escalate/Coordinate NOC, Tier 2 and/or vendor resources.
- Analyze and validate data from multiple sources to provide integrated, holistic solutions based off time, cost and resource allocation.
- Identify patterns and capture detailed information for root cause analysis of trouble.
- Monitor, investigate and respond to alarms for IP based products and network elements.
- Provide coordinated, in-depth troubleshooting with cross functional teams and vendors to isolate and resolve trouble.
2  (30%) Provide escalated support to field and Customer CARE agents on High Speed Internet access, email services, VoIP, CPE, and NGTV services.  
- Respond to internal escalations on chronic and escalated trouble reports.
- Assist with provisioning and/or installation of various IP based CPE and/or network elements.
- Respond to after hours call outs for network outages and escalated customer trouble on a 24x7 basis.
- Participate on cross functional teams to improve customer service and/or drive network transformation.
3  (20%) Provide technical expertise and consultation on troubleshooting/provisioning processes and new product development.
- Create/Enhance documentation including network diagrams, work instructions and process enhancements for support & provisioning of supported services.
- Conduct, develop and attend train the trainer sessions for supported products and services.

Supervisory Responsibilities                    
This position has no direct supervisory responsibilities.

Qualifications
A. Education:  
- Bachelor's degree in Engineering, Information Technology, Computer Science; or two years related experience and/or training; or equivalent combination of education and experience, required.
- Cisco CCNA or CCNP preferred.

B. Professional Work Experience:
- Two years training/experience and/or certification in any combination of the following technologies preferred:
- Alcatel 7x50 and/or 73x0
- Adtran TA5000/TA3000
- Transport (SONET, Ethernet, Frame Relay, ATM, and/or MPLS)
- Access (FTTx, xDSL, and/or Metro-Ethernet)
- Scripting and/or programming (Unix shell, TCL, Expect or Perl)
- ISP operations & technical support

- Working knowledge in the following:
- Specialist or Analyst level work experience in IP Services
- Automated system functionality including but not limited to dispatching, trouble isolation & administration, provisioning, facility records, outside & inside plant records.
- Process improvement plans, execution of the plans and measuring results for desired outcome.

C. Computer / Technical Skills:  
- Technical experience in the following areas preferred:
- Access: FTTx, xDSL, and/or Metro-Ethernet
- Transport: SONET, Ethernet, Frame Relay, ATM, and/or MPLS
- CPE: routers, switches, modems, IADs, computers, home/business networking, and/or basic firewall
- LAN/WAN expertise: TCP/IP protocols, LAN/WAN networking, DNS, DHCP, SMTP, VoIP, IP sniffers and protocol analyzers
- EMS provisioning and/or troubleshooting software: Inventory & Provisioning, Alarm & Network Monitoring tools, trouble ticketing & dispatch systems, copper/Ethernet and transport remote test tools
- Microsoft Office Applications: Word, Excel, Visio & PowerPoint
- Scripting and/or programming: Unix shell, TCL, Expect or Perl

D. Certificates and/or Licenses:
- Must possess a valid Hawaii State Driver's License.
- Able to qualify for D. O. D. security clearance.
- Cisco, Alcatel, Juniper and/or RedHat certifications preferred.

Work Conditions
- Shift work including occasional scheduled night and weekend work
- Subject to overtime and 24/7 callout
- Work may be performed in an enclosed area lacking windows
- May require late hours and weekends to complete assignments and projects.
- Indoor work: exposed to indoor conditions, dust, noise, dirt, heat, various lighting conditions, etc.

Mental Requirements
- Ability to manage multiple functions and tasks in a very fast paced environment
- Flexibility to adjust quickly to many moving facets of the job.
- Ability to make quick situational assessments and react accordingly.
- Requires leveraging leadership and a variety of technical skills to work across internal groups as well as with vendors and industry partners to support service offerings and infrastructure capabilities.
- Requires alignment with the Company's F.A.S.T. Values
- Requires alertness and attention to detail

Physical Requirements

- Work may be performed a various locations under varying conditions.
- Requires standing, sitting, lifting/carrying supplies and training materials up to 40 lbs, and reading paper documentation and electronic communications.
- May require traveling to various locations and company branches and departments throughout the State of Hawaii in a timely manner so must possess a valid Hawaii State Driver's License.
- May require sitting and/or standing for long periods of time.
- May require identifying and distinguishing colors.
- May require working in confined and dark areas for long periods of time.  
- May require identifying and distinguish audible tones/levels and colors.
- Required to meet multiple priorities and project due dates.  May require late hours and weekends to complete assignments and projects.

(See our website at www.hawaiiantel.com; reference 101613 to view the Competencies for this position)

Job Status:
full-time

Job Categories:
Network Engineer
Technician

Job Location:
Oahu

Number of Openings:
2

Contact Information: