Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/27/2017
Job Category:
Information Services
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Telecom Network Analyst Job
Paccar | Renton, Washington
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Job Description

Company Information

PACCAR is a Fortune 500 company established in 1905. PACCAR Inc is recognized as a global leader in the commercial vehicle, financial, and customer service fields with internationally recognized brands such as Kenworth, Peterbilt, and DAF trucks. PACCAR is a global technology leader in the design, manufacture and customer support of premium light-, medium- and heavy-duty trucks under the Kenworth, Peterbilt and DAF nameplates and also provides customized financial services, information technology and truck parts related to its principal business.

Whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services, you can develop the career you desire with PACCAR. Get started!

Division Information

PACCAR Parts

PACCAR Parts operates a network of parts distribution centers offering aftermarket support to Kenworth, Peterbilt and DAF dealers and customers around the world. Aftermarket support includes customer call centers operating 24 hours a day throughout the year and technologically advanced systems to enhance inventory control and expedite order processing.

Requisition Summary

The Telecom Network Analyst will join the PACCAR Parts IT Operations team and will be responsible for the day-to-day support of all hardware and software related to telephony, call center system, network switches, routers and AP’s in all office and Parts Distribution Centers.   The Telecom Network Analyst will be the primary point person to troubleshoot disruptions in the 24x7 business operations and work with the Enterprise Data Center staff in resolving production issues.   The qualified candidate must have excellent communications skills and customer service skills; strong problem resolution skills; ability to handle multiple priorities; ability to travel; self-motivated, flexible, innovative, always striving for excellence.

Job Functions / Responsibilities

  • Support Interactive Intelligence call center system as primary tier support
  • Diagnose and repair problems associated with network environment software or hardware
  • Work with management to develop, maintain, and tests disaster recovery plans for assigned systems and services
  • Establishes voice and data networks by programming features, establishing interfaces and integrations, following industry standards and activating remote access tools
  • Maintains customer rapport by listening to and resolving concerns
  • Lead and work with peers in cross-functional teams globally
  • Documents and standardizes network configuration diagrams and programming as needed
  • Providing after-hours on-call support for critical telephone and network systems
  • Maintain documentation including departmental end-user policies, procedures and diagrams
  • Special projects as assigned
  • This role will interface with business and technical teams and will require up to 25% travel

Qualifications

  • Bachelor's degree in Computer Science required
  • Minimum of one year networking and PC/Software technical support experience; Voice systems engineering/Administration, A+ or similar required
  • Strong background in supporting Interactive Intelligence or other industry standard contact center systems
    • Virtual Server infrastructure support
    • Oracle Service Cloud integration for web cases
    • Specialized Handlers/Integration with disparate systems and Databases
    • Reporting and Metrics
    • Exchange integration for voicemail and email queues
    • PSTN connectivity via Cisco voice
  • Strong background with Cisco, Mitel telephone products.
    • System Administration
    • Troubleshooting
    • Voicemail integration
  • Knowledge with Voice over IP (VoIP) technologies, deployment and troubleshooting
    • Multi-vendor systems integration
    • SIP Trunks
    • Call Routing
    • Dial Plan
  • Technical interface with PSTN to maintain Contact Center Infrastructure
    • Understand PSTN Dial Plans, 800# infrastructure, Local site DID ranges and Dial Plans based on the DID Blocks
    • Support and maintenance on SIP trunks as well as Digital Voice T1/PRI circuits, and analog COTs
  • Excellent customer service skills to support business and IT operations teams.
  • Ability to install, troubleshoot and test network switches, routers and wireless AP’s.
  • PC experience with Microsoft Windows Operating System knowledge.

SKILLS DESIRED:

  • Experience with IP addressing and subnetting, VLAN configuration, DHCP, Protocol Analyzer
  • Cisco ASA NextGen Firewall and ISE experience
  • Strong proficiency in core operating systems: Cisco routers, firewalls, voice, wireless technologies and basic PC troubleshooting.

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability.

About Paccar

PACCAR Inc, operates through two segments: design, manufacture and distribution of light-, medium- and heavy-duty trucks and related aftermarket distribution of parts, and finance and leasing services provided to customers and dealers. The Company's finance and leasing activities are principally related to Company products and associated equipment. Other manufactured products include industrial winches. The Company and its subsidiaries design and manufacture heavy-duty diesel trucks, which are marketed under the Kenworth, Peterbilt and DAF nameplates. The Truck and Other businesses include a division of the Company, which manufactures industrial winches in two United States plants and markets them under the Braden, Carco, and Gearmatic nameplates. In North America, Australia and 16 European countries, the Company provides financing and leasing arrangements, principally for its manufactured trucks, through wholly owned finance companies operating under the PACCAR Financial trade name. (Source: 10-K)

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