Analyst Service Assurance

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards. AireSpring has delivered 20 years of outstanding service to its rapidly rising base of national and global customers, while growing organically and remaining debt free.

As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily. We aim to delight our customers and partners by providing personalized, outstanding service.

The company has built a solid reputation of integrity, reliability and dependability with its channel partners, end-user customers and technology partners.

We have received more than 100 coveted industry awards including "Product of the Year- SD-WAN and UCaaS", "Excellence in Customer Service", "Unified Communications Excellence", "Best in Show," "Best Telecom Deal" and "Top Channel Program".

Position Overview
We are seeking a Service Assurance Analyst to join our high-performing Service Assurance team. This role is crucial to maintaining the efficiency and effectiveness of our repair center operations. The Analyst will be responsible for reviewing ticket histories, identifying recurring issues, analyzing data, and delivering insights that drive continuous improvement and support the AireSpring Advantage.

The ideal candidate will have a strong background in telecom network architecture, protocols, hardware and software, along with proven analytical capabilities and proficiency in Microsoft Office tools. This position is ideal for someone who thrives in a data-driven, fast-paced environment and is passionate about improving operational performance.

Key Responsibilities

• Collaborate with internal teams and external partners to investigate and resolve complex telecom issues and chronic troubles.

• Analyze ticket histories to identify recurring patterns and chronic problems; develop reports and insights to improve network performance.

• Develop and deliver Root Cause Analysis (RCA) reports with actionable recommendations to prevent repeat issues.

• Generate and maintain internal reports, including performance metrics, KPIs, and team-level dashboards.

• Deliver monthly executive reports showcasing Service Assurance performance against KPI objectives.

• Use tools such as Excel Pivot Tables and data visualization to support operational decisions.

• Mentor and provide feedback to team members on best practices in telecom operations and troubleshooting.

• Stay informed on emerging telecom technologies and evolving industry standards.

• Support and help implement new telecom projects and continuous improvement initiatives.

• Coordinate with Tier 1, Tier 2, and Firewall teams to ensure optimal scheduling and shift coverage.

• Manage headcount forecasting and staffing levels to ensure adequate coverage across all Service Assurance functions.

• Bachelor’s degree in Information Technology, Project Management, or a related field — or equivalent professional experience.

• Proven experience in a telecom analyst or similar operational support role.

• Strong analytical and critical thinking skills with a data-driven approach.

• Proficiency in Microsoft Office, especially Excel (Pivot Tables, Charts, etc.).

• Solid understanding of telecom infrastructure, network protocols, transport methods, and troubleshooting tools.

• Excellent written and verbal communication skills.

• Strong attention to detail, time management, and organizational skills.

• Ability to work both independently and collaboratively in a team-oriented environment.

SOC 2 Compliance
This role plays a key part in upholding AireSpring’s commitment to data security and operational integrity. As part of the Service Assurance team, the Analyst will be expected to adhere to all SOC 2 Trust Services Criteria, particularly around security, availability, and confidentiality. Responsibilities include maintaining proper documentation, ensuring data is handled in a secure and compliant manner, and supporting audits and reviews as needed. Maintaining SOC 2 compliance is a shared responsibility, and this position is critical to meeting those standards in our operations and reporting practices.