Telecommunications Analyst jobs in Richardson, TX

About Us

At Aspira, our team is dedicated to serving public and private agencies who make hunting, fishing, and recreation opportunities accessible for the everyday use and enjoyment of outdoor enthusiasts in both the United States and Canada. We offer our clients both software that facilitates the reservation of campsites and tours, processes draw applications, enables the sale of merchandise, and much more. In terms of services, we offer call center, help desk, hardware procurement and provisioning, internet connectivity, and fulfillment of park passes and hunting and/or fishing licenses. We have been in business for more than thirty years and we are the undisputed leader in our market with more than fifty percent market share.

The Role

We are seeking a Telecommunication Operations Analyst to work out of our Texas-based facility where we manage hardware, fulfillment, software imaging, and connectivity for our clients. The role is primarily focused on managing all aspects of client connectivity requirements—with Internet Service Providers (ISPs)--for client contracts. Time permitting and as needed, this role will also assist with warehouse and fulfillment services.

Responsibilities

•  Manages and maintains annual ISP budget in alignment with company and client contractual needs.
• Develop and propose cost-effective connectivity solutions in response to client RFPs when connectivity is a requirement.
• Manage ISP vendors to ensure effective and efficient installation and maintenance of telecommunications services and systems; plan and execute major upgrades as required by new contract requirements.
• Serve as a trusted expert with clients and internal stakeholders to ensure accurate and timely implementation, training, and management of ISP requirements.
• Implement and maintain security measures specific to the ISP, protecting against cyber threats and unauthorized access to ensure the security of customer data.
• Maintains accurate inventory of all client ISP deployments.
• Analyze the performance of the ISP infrastructure to optimize efficiency, troubleshoot problems, and enhance overall network speed and reliability.
• Provide technical support and serve as a point of escalation for help desk team members and clients; quickly respond to and resolve incidents related to internet service disruptions, outages, or other ISP-related situations.
• Serves as a trusted liaison with clients and internal teams for troubleshooting issues.
• Build and maintain operational playbooks, technical knowledge base articles, processes and procedures; ensure adoption, understanding, and compliance to such procedures.
• Stay informed about emerging technologies in the ISP industry, evaluating their potential benefits and recommending strategic implementations.
• Support non-ISP related operational teams based on business need, completing other duties as assigned.

Desired Qualifications

• In-depth knowledge of ISP systems, protocols, and technologies.
• Strong analytical and problem-solving skills.
• Experience with network monitoring tools specific to ISP environments.
• Knowledge of ISP security best practices and experience implementing security measures.
• Ability to deliver high customer service and satisfaction through one-on-one and remote interaction with client users.
• Detailed-oriented individual with excellent organizational skills.
• Functions well with minimum supervision.
• Self-motivated and committed to meeting schedules.
• Strong problem-solving abilities.
• Strong project management skills with the ability to prioritize tasks effectively.
• Ability to follow as well as improve procedures and documentation.

Desired Education and Experience

•  Bachelor’s degree in Information Technology, Business, Inventory Management, or other related discipline.
• 5 – 7 years’ experience within Telecommunications Operations with a minimum of 2 – 4 years’ experience serving as the sole point of contact for the department.
• 2 - 4 years’ experience in a telecom position with direct responsibility to managing the configuration of ISP networks, devices, and telecommunications equipment at a standard capable of achieving department Key Performance Indicators (KPIs) and achieving satisfactory and above client NPS ratings.
• 3 – 5 years of working knowledge of ticketing/inventory portals (e.g.: ASSIST, CSM, CA control centers, JIRA, WMS).
• 3 – 5 years of advanced knowledge of standard MS Office platforms (Excel, Word, PowerPoint).
• Microsoft Excel Intermediate Level: proficient with v-lookups, basic formulas, with a skillset to utilize spreadsheets for data compilation, analysis, and budget management extremely beneficial.
• 1 – 2 years’ experience in creating, maintaining, and improving relevant documentation for the support of operations departments.
• 1 – 2 years’ experience working with vendors, warranty repair centers, and overseeing vendor accounts that supply service to clients. 
• 2 – 4 years’ experience serving remote clients with daily operations and support for larger changes, upgrades, or improvements to ISP service and utilizing different types of ISP offering and mapping to client/contract needs before driving implementation and maintenance.

General Physical Demands

The below physical demands are representative of those that must be met to successfully perform the essential functions of this job.

• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment including printers, or fax machines.
• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.

Sedentary Work and Body Position:

The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. A mobility ability to move within an office setting as well as depart and return to a workstation punctually for assigned breaks or meal periods is required.