Technical Support Analyst

Analyst III - Technical SupportContractRemoteRole OverviewThe Analyst III – Technical Support (Telecommunications Analyst III – POTS Transition) is a senior, field-focused role responsible for implementing POTS (Plain Old Telephone Service) replacement solutions across enterprise locations. This position coordinates site-level execution, including site surveys, installations, cutovers, and operational validation, while ensuring successful transition from legacy analog services to modern replacement solutions.The role works closely with site contacts, service providers, vendors, and telecommunications carriers, and partners with the Disconnect Coordination Team (DCT) to enable timely disconnection of legacy services once replacements are complete. The ideal candidate brings extensive experience with legacy voice and data circuits and a proven ability to manage complex, multi-stakeholder field implementations.Key ResponsibilitiesLead implementation of POTS replacement solutions at field locations.Coordinate with site contacts, service providers, vendors, and carrier representatives to plan and execute replacement activities.Schedule and manage site surveys and oversee installation activities.Validate operational readiness post-cutover to ensure service stability and performance.Calculate and document cost savings associated with completed replacements.Notify the Disconnect Coordination Team (DCT) once replacements are complete and disconnect activities can proceed.Maintain strong cross-functional communication to ensure alignment, accuracy, and successful execution.Detailed ResponsibilitiesGather and validate site requirements in collaboration with stakeholders.Coordinate and manage site surveys, installation schedules, and cutover activities.Oversee field execution to ensure work is completed according to plan and standards.Validate services post-cutover and confirm operational readiness.Track progress, milestones, and deliverables across assigned projects.Calculate and report realized savings tied to completed POTS replacements.Prepare and present findings, status updates, and recommendations to project leadership and stakeholders.Maintain accurate documentation, reporting, and tracking within designated systems.Partner closely with the Disconnect Coordination Team (DCT) to support timely and accurate disconnect execution.Qualifications & SkillsMinimum of 10 years of relevant experience in the telecommunications or network industry.Demonstrated expertise with legacy voice and network circuits, including analog dial tone.Experience working with telecommunications or network services in an analytical, operational, or technical support role.Strong understanding of circuit-based services, telecom billing concepts, and inventory or asset tracking.Proven ability to manage multiple tasks, meet deadlines, and support reporting and financial tracking activities.Strong analytical skills with the ability to interpret complex technical and billing data.Self-motivated, proactive problem solver with strong attention to detail.Ability to adapt and perform effectively in a fast-paced, cross-functional environment.Key InteractionsThis role collaborates extensively with:Site contacts and field leadershipTelecommunications vendors and service providersTelecommunications carriersDigital and sourcing teamsDisconnect Coordination Team (DCT)Internal project and operations leadershipThe analyst is expected to communicate clearly, maintain structured project updates, manage priorities effectively, and ensure alignment across all stakeholders.