Telecommunications Analyst I

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status – including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you looking for a fantastic career at Essential Utilities? We have an exciting opportunity for a Telecommunications Analyst to join our team. This position will provide first-level user and operation support for all IT/OT Telecommunications and Contact Center applications across

multiple platforms to ensure efficient daily business operations.

ESSENTIAL DUTIES:

• Primary Point of Contact (PoC) on all Verizon and ATT accounts – Phones/Tablets/Aircards and M2M. And any other telecom accounts
• Verizon and ATT support. Order and coordinate upgrades for Phones, tablets, modems, Mifi’s
• Support OT on new wireless services/account set up and coordination with preferred service partners. SPOC for all OT wireless requests
• Review wireless Usage and expense, provide guidance for plans optimization by adjusting data plans, canceling lines and updating features. Also investigating High data users as well as zero usage devices
• Utilize the Telecom Expense Management (TEM) for payment of wireless invoices companywide for Phones, tablets, air cards, M2M account and GPS
• Work with Telecommunications manager to negotiate new telecom contracts
• First Level Support for all Wireless devices. Order replacement modems, suspend and disconnect unused telecommunications POTS services.
• Follow-up with users as needed to ensure that issues are properly resolved.
• Recommend, develop, and implement IT support policies, technical standards and procedures.
• Coordinate vendors and contractors to ensure projects are completed to quality and delivery
• Utilize the problem/change management systems to track and escalate problems/requests, document activity, and search for historical data. Maintain knowledge documentation by adding new items, reviewing and updating existing items, and removing outdated items.
• Determine priority of response for each Telecom reported/assigned issue.
• Answer calls and troubleshoot, resolve, delegate or escalate issues. Telecom Voice Support
• Work Closely with Help desk to resolve any wireless related request/incident
• Assist Voice analyst with troubleshooting basic incidents

QUALIFICATIONS:

• Bachelors Degree required, preferably in Information Technology, Business Administration or related field
• 5-7 years of experience working in a relevant fast paced environment

KNOWLEDGE, SKILLS AND ABILITIES:

• Working Knowledge of IT Contracts, hardware, software, security, telecommunications and Aqua Business Units.
• Proficient use of end-user software (Windows operating systems, Microsoft Office, Internet Explorer) and all enterprise applications
• Proficient searching skills of internal and external knowledge repositories of procedures and data.
• Excellent customer service and advanced problem resolution skills.
• Strong communication skills (verbal and listening).
• Working Knowledge of Telecom Expense Management (TEM) applications

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Perform sedentary work- exerting up to 20 pounds of force occasionally, and/or a negligible amount of force to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.

Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012). 

To maintain the integrity of the recruitment process and to avoid real or perceived conflicts of interest due to employment and/or assignment of family members and personal referrals, specific guidelines apply to the hiring and assignment of these individuals including, but not limited to:

• Family members cannot result in a supervisor/subordinate reporting relationship
• Family members cannot work in the same department.

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