• Job Description

  Req#: 20070
  Overview
  
  

  This is a hybrid role - 3 days remote and 2 days in the Malvern, PA office.

  The Telecom Support Analyst I, is responsible for analyzing, supporting, and maintaining all aspects of CubeSmart’s telecommunications systems and equipment. The Analyst is primarily at the forefront of troubleshooting, testing, configuration, and installation of telecom services at our store locations. This role adheres to newly set standards for device rollouts and procedures.

  Who we are:
  At CubeSmart, we’re intentional about culture. You can experience it everywhere from our mission statement of “genuine care” to our “It’s What’s Inside That Counts” tagline to calling each other “teammates” rather than employees. This spirit fosters a fun and collaborative environment that has resulted in our rapid growth and being recognized amongst the top in our industry.

  CubeSmart’s award-winning team is made up of people who genuinely care. Teammates care about our customers and the life events and/or business needs they are facing. Teammates are passionate, responsible and understanding. The CubeSmart team is made up of people who have a can-do attitude, are committed to their own success and the success of the company, and lead by example.

  If this sounds like a team and culture that matches your personal values and motivations, we want to hear from you.

  
  Responsibilities
  
  

  • Supports voice and data connections including POTs, VoIP, broadband, fiber and mobile at all company locations
  • Serves as primary point of contact for escalated support tickets pertaining to day-to-day telecommunication issues
  • Performs remote support for CubeSmart teammates by utilizing remote support tools and effective phone communication skills to solve problems and resolve issues
  • Works within a ticketing system to document updates and resolve telecom support tickets while maintaining the minimum communication standards and resolution times
  • Facilitates communication between internal support, store teammates and vendor support to ensure timely resolution of telecom issues
  • Scheduling of and interaction with inside wiring technicians for the purpose of ensuring telecom services that are configured to company standards
  • Extensive knowledge of telecom cabling, basic networking including firewall addressing, and connectivity as well as troubleshooting dial tone
  • Manages cellphone and mobile devices as well as furnishes upgrades or new phones at the direction of the Telecom Manager
  • Documents telephony solutions and processes
  • Maintenance of telecommunication services inventory database
  • On call availability as needed on a rotating schedule
  • Assists in management of telecom vendor relationships
  • Assists in creation of periodic and ad hoc reporting for management
  • Maintains open dialogue and relationships within IT and with other departments to ensure that optimal connectivity and system security is maintained
  • Assumes additional responsibilities and perform special projects as directed
  • Strong problem solving and time management skills
  • Effective interpersonal and communication skills
  • Experience with telecommunications expense management systems

  
  Qualifications
  
  

  Minimum Required Qualifications (including Programs/systems experience)
  • Associates Degree with specialization in telecommunications or related area or equivalent combination of education and experience
  • One to two years’ experience in telecom support and/or physical installations
  Additional Preferred Qualifications
  • Bachelor’s degree in business management, computer science, or other related field
  • More than two years directly troubleshooting and installing telecom infrastructure and devices

  We are an Equal Opportunity Employer, Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

  #LI-MT1

• About the company

  CubeSmart has long stood for, and has been widely recognized for, exceptional customer service. We understand that our customers are often going through a difficult life transition. Moving things into a self-storage unit isn’t usually something that y...

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