Summary of Position :
The Implementation Analyst III a vital technical role within the organization, driving efficiency through script development and process automation while serving as the main technical contact for all on-site technicians during project implementations. Provide professional-level support for complex network issues, particularly for major accounts, and collaborate closely with Engineering to maintain accurate and up-to-date Runbooks. Responsibilities include configuring network equipment, troubleshooting connectivity issues, managing escalations, and ensuring real-time issue resolution and project tracking. Additionally, demonstrate strong mentorship and training capabilities, contribute to documentation, and consistently work to improve project success rates through analysis, proactive communication, and continuous process improvement.
Essential Functions :
- Main technical contact for ALL on-site technicians during Acuative Project Implementations.
- Circuit turn-ups: configuration and testing of a variety of WAN circuits types.
- Basic configuration and troubleshooting of routers, switches, firewalls and access points/wireless lan contollers.
- Familiar with configuring and basic troubleshooting of Ports, VLANs, IPv4/IPv6, VRFs, OSPF, BGP, ACLs, prefix-lists, route-maps, IPsec and GRE tunnels, SNMP and Syslog.
- Familiar with a variety of equipement vendors and the associated equipment interfaces, preferably Cisco, Fortinet, Cradlepoint and Palo Alto.
- Script development & process automation to enhance team efficiency, including tools for generating daily reports and automating equipment configurations.
- Cross-functional collaboration with the Engineering team to ensure runbooks and operational processes are consistently updated and aligned with client requirements.
- Serves as a key technical resource and escalation point for team members, offering expert-level troubleshooting and problem-solving assistance.
- Demonstrates a strong commitment to team development by providing mentorship to colleagues, consistently receiving positive feedback for knowledge sharing and support.
- Track technician and customer issues in tracking system.
- Creation, maintenance and input on runbooks and other Field Technician Documentation.
- Compiling, validating and tracking of surveys, pictures, checklists and other submission material from technicians and customers.
- Project-based End-of-Day reporting.
- Project-based proactive, real time notification process for exceptions and problem resolution.
- Improve project completion on-time success rate (ETA, ETC, First Time Success).
- Stay up to date on best practices and technology solutions.
- Analyze jobs to ensure continuous improvement.
All staff authorized to work within the Acuative Managed Platform for Government (AMPG-G) or Acuative Managed Platform for Defense (AMP-D) environments must adhere to the following these requirements:
• Acknowledge and sign off on any AMP-G or AMP-D related Access Agreements and Rules of Behavior documents.
• Review and adhere to the relevant AMP-G / AMP-D Policies and Procedures.
• Complete all mandatory Information Security & Compliance training.
• Protect against and Report any suspicious or abnormal activity affecting the AMP-G or AMP-D environments.
Position Type/Expected Hours of Work/Travel :
- Full Time 1st and/or 2nd shifts
- Some weekend/afterhours work may be needed (overtime available).
Required Qualifications :
- Working knowledge of Microsoft Office suite.
- Cisco Certified Network Associate (CCNA) or equivalent working experience.
- Fortinet NSE4 – Secure Networking or equivalent working experience.
- 4G, Wi-Fi, Telecom environment experience a plus.
- Process and metrics driven.
Additional Qualifications Desired :
- Carrier/WAN/circuit knowledge.
- Telephony knowledge/experience.
- Retail support experience.
- Call center experience.
Work Environment/Physical Demands :
- Sitting at a desk.
- Ability to travel on a plane and/or drive a car if required.
- Climbing: Ascending or descending stairs and/or ladders.
- Light work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; analyzing data based upon color and distinguishing incident priorities based upon color differences.