Technical Analyst II

Velocity; United States; Remote; USD 60,000 - 100,000; Full time

Job summary

Join a dynamic and energetic team at a growing technology solutions company where your contributions truly matter. As a Technical Analyst II, you will engage in troubleshooting and installing technical solutions that enhance customer experiences. This role offers the chance to work collaboratively with various stakeholders, ensuring seamless communication and problem resolution. With a commitment to diversity and inclusion, the company fosters an environment where every team member can thrive and make a significant impact. If you are passionate about technology and customer service, this is the opportunity for you!

Benefits

PTO & Paid Holidays

401K with Employer Match

Company provided Life Insurance

Short/Long-Term Disability

Supplemental Benefits Available

Qualifications

• 2+ years of IT and customer support experience required.
• Strong technical knowledge of voice infrastructure and protocols.
• Ability to work in a high-pressure environment.

Responsibilities

• Install and troubleshoot technical issues for customers.
• Collaborate with team members for successful solution deployment.
• Host bridge calls with vendors for network cutover.

Skills

Problem-solving

Interpersonal skills

Analytical skills

Technical knowledge of voice infrastructure

Ability to visualize solutions

Ability to work independently

Adaptability

Education

High School diploma or GED

Associate degree in relevant field

CCNA or equivalent experience

Tools

VoIP

TCP/IP

Ethernet

Office 365

Microsoft Teams

Job description

Position: Technical Analyst II

Location: Remote

Job Id: 1765

# of Openings: 2

Velocity is seeking to hire experienced Technical Analysts. This position reports to the Manager, Technical Analyst and is responsible for installing and troubleshooting technical issues for our customers. This position is responsible for Test and Turn Up of newly installed circuits and the cutover of existing equipment on the network for solutions we deploy to customers.

Principal Duties and Responsibilities:

• Collaborate with Customer Success Analyst for TTU/Cot Over dispatches.
• Work with onsite technician to deploy the customers solution.
• Host bridge calls to work with vendors to cutover to new network.
• Update ticket quickly and accurately.
• Create carrier tickets for LEC related issues.
• Follow up on carrier issues daily until resolved.
• Organize and communicate job completion status to CSA/CSM.
• Ability to work with and communicate effectively with all levels of staff within Velocity, customer, and vendors.
• A self-starter able to work independently but comfortable working in a team-oriented, collaborative environment.
• Dependable and flexible when necessary.

Knowledge, Skills, and Abilities Required:

• Strong working technical knowledge of voice infrastructure, systems, software, and voice hardware.
• Ability to think through problems and visualize solutions.
• Ability to architect, implement, administer, and troubleshoot voice infrastructure devices.
• Knowledge of application, transport, and voice infrastructure protocols such as SIP, RTP/SRTP including TLS.
• Ability to create accurate diagrams and documentation for design and planning communication systems.
• Able to design solutions in accordance with customer expectations.
• Provides specific detailed information for hardware and software selection.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Strong interpersonal skills, oral communication skills, and proven analytical and problem-solving abilities.
• Strong understanding of the organization’s goals and objectives.
• Able to prioritize and execute tasks in a high-pressure environment.
• Demonstrate ability to work in a team atmosphere.
• Provide subject matter expertise as required.
• Provide feedback on continuous improvement.
• Ability to work independently with little supervision.
• Demonstrates ability to work in a fast-paced working environment.
• Demonstrate knowledge and skill in using discretional judgment and organizational ability as well as being adaptable and versatile to perform different duties.

Qualifications, Experience and Education:

• High School diploma or GED, associate degree in relevant field, CCNA, or equivalent experience.
• Two years of IT, Network Operations (Voice / Data Solutions), and customer support experience.
• Experience with telephone networks (POTS and VoIP).
• Working knowledge of advanced networking technologies, terms, and tools such as but not limited to: OSI Model, Routing, WAN, LAN, Switching, DSL-topologies, TCP/IP, Telnet, Broadband, Wi-Fi, Ethernet, Fiber, VOIP, SIP, POTS, AOS, IOS, and Mikrotik BO.
• LAN and WAN experience.
• Very good knowledge of protocol and packet analysis.
• Experience working with switching and routing protocols.
• Strong understanding of NAT traversal for both data and VOIP.
• Connectivity using copper/fiber, ISDN, T1, wireless.
• Background in cloud-based communication solutions like Office 365 and Microsoft Teams.
• Technical writing experience.
• Ethernet cable and phone line termination and support.
• General Telephony Experience (understands PSTN, POTS, PRI, TDMs, SIP).

Why you’ll love working at Velocity

We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.

As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.

Diversity and Inclusion

Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.

Our Values – Collaborative and Strong at the Core

• Customer-obsessed
• One team
• Do the right thing
• Let’s go!
• PTO & Paid Holidays
• 401K – with Employer Match
• Company provided Life Insurance, Short/Long-Term Disability
• Supplemental Benefits Available

About Velocity MSC

Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.

Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.