Telecommunications Specialist

Job Title:

Telecommunications Specialist

Location:

Raleigh, NC

We are seeking a Telecommunications Specialist to provide technical support to telecommunications services, including WAN, LAN, VPN, wiring LAN infrastructures, and wireless environments. The position is onsite in Raleigh, though currently allowing for hybrid work (office 2 days a week, Mon‑Tue). This first‑shift M‑F role may include occasional on‑call rotation and after‑hours work.

• Administer multiple network service requests to vendors using advanced Telecom Expense Management software.
• Schedule and coordinate network service installations based on project specifications.
• Report and track daily tasks in Excel spreadsheets.
• Follow Service Now tickets to closure.
• Perform data analysis, capture, and review of metrics, and provide management reports as requested.
• Manage extraction of data from Service Now to create next‑day reports of outages.
• Coordinate new upgrades and enhancements.
• Execute the circuit implementation and disconnect lifecycle of assigned orders related to new installs, migrations, and disconnects.
• Oversee ordering, tracking, and overall coordination required for circuit installations.
• Support and work with vendors on day‑to‑day WAN escalations and assist in answering vendor calls.
• Use provisioning tools to process customer service orders and activate service.
• Understand all allied vendor and system processes from order submission to completion and troubleshooting.
• Maintain a keen understanding of all vendor SLAs.
• Pro‑actively communicate progress, critical timelines, and delays/obstacles to project managers and management, and seek opportunities to improve processes.
• Work with the Service Now ticketing system and vendor ticket reporting to ensure vendors resolve issues on time and close the requests on time.
• Drive Service Now trouble tickets to closure.

• Associate's Degree and a minimum of 3 years of IT work experience; or additional 2 years of work experience can substitute for the degree.
• Minimum of 3 years of applicable network experience and support.
• Strong knowledge of networking, including SD‑WAN, data circuits, and network troubleshooting.
• Strong customer service experience, as you will be instrumental in establishing customer relationships.
• Experience with Service
  
  NOW.
• Proficient with MS Office Suite, especially Excel and Teams.
• Strong organizational skills.
• Excellent communication skills, both written and verbal.
• Strong project coordination skills and ability to manage multiple activities simultaneously.
• Troubleshooting knowledge of router, switch, and modem connections and setup.
• Experience with remote connections using VPN, PuTTY, or SSH.
• Prior T2 network support experience is a plus.
• Must be flexible and willing to work on‑call, overnights, and weekends as needed.
• Must be able to obtain a Position of Public Trust clearance – US citizen or permanent resident (green card holder) and must not have traveled outside the US for a combined total of 6 months or more in the last 5 years.
• Must have resided in the US for the last 5 years.