Job details
Job type full-time
Benefits pulled from the full job description
401(k) ad&d insurance dental insurance flexible spending account health insurance life insurance show 3 more benefits
Full job description
***this position can be filled remotely anywhere within the country ***
About the role:
The network analyst will provide a white glove service to the customer handling any and all concerns with utmost urgencyThe network analyst will support all voice, data, and facility issues and will facilitate the handoff and follow up of issues needing to go to another group for support if neededThe network analyst will cross train with other network analyst’s to share knowledge and become as well rounded technically as possibleThe network analyst will document customer configurations and information to expedite resolution of customer issues.
Qualified network analyst candidates will have experience in one or more of the following technologies: voice (voip, tdm), data (routing, switching), or transport/facilitiesThe individual will be expected to troubleshoot and resolve any network or customer facing issues in one or all of the above-mentioned disciplinesWork is performed in a 24x7 network operations center environmentCandidates must be available to work any shift as dictated by business needs.
What you`ll do:
Responsible for providing technical support to windstream enterprise customers for degraded service and out of service troublesThese include voice/data/facility issuesSpecific job duties may vary based on experience of tech (analyst i/ii/iii/senior) but basic job requirements apply to all levels.
Troubleshoot and resolve all issues identified by network monitoring platforms, calls, and customer generated trouble tickets (clarify, remedy).
Act as the liaison between other specialized departments for these issues, which can consist of cec voice and facility, complex data services ,advanced services, service delivery, noc transport, dnoc ip, bccc, field ops, etc.
Interface with account team managers, sales engineers, field technicians, service delivery organizations, security team, btac, and any other internal/external teams needed to resolve a customer issue in a timely manner
Interact with other local exchange carriers, interexchange carriers, isp’s, and vendors.
Utilize various ticketing systems to track and document customer troubleshooting and communication
Interface via phone, chat, email, and trouble ticketing systems (on demand email, text, web portal updates)
Do you have?
Experience in data/voice/facilities with a high level of familiarity of the devices/technologies listed in the “even better” section
A high level of lan expertise
Expert knowledge in local exchange carrier facilities (aka last mile), which can be circuit designs, equipment configuration, and conceptual knowledge behind how the network equipment works together to provide service to the customer premise
Proficiency with all responsible products and should be proficient enough with a product to be able to work with the product in an unfamiliar environment
Must be completely proficient with a windows-based pc and have excellent typing skills
Ability to learn new programs and processes on a regular basis to support our customer base
Capacity to think outside of the box and look for unique solutions to complex issues
Excellent written and verbal communication skillsEvery communication reflects windstream and candidate must be able to speak clearly and intelligently on the phoneCandidates must have excellent grammar and understand how to communicate clearly and concisely with business customers, while providing a white glove level of support and professionalism.
Ability to work in a fast paced, high volume environment
A technical understanding of a broad range of products and expertise in diagnostics, software applications and problem solving
Even better:
Knowledge of frame-relay, atm, mpls (qos, nni {sprint, qwest}, ospf, bgp, ldp) and voip protocols (qos, hosted pbx {poe switches, vls}, and softphone) over t1, dsl, and ethernet (metro e, ether loop), wi-max (fnuvox, legacy ia, legacy d&e), and 3g/4g wireless backup services required
Knowledge of equipment vendors should include, but not be limited to, cisco, vina, netopia, adtran, overture, hatteras, tellabs, alcatel, lucent, eastern research, juniper, actelis, paradyne, zhone, calix, and copper mountainThis knowledge should include cpe, dacs, mux and other aggregation devices.
The knowledge level of the network analyst on products and services we offer should span beyond what the erc departments are responsible for, which will help with the flow of issues between departments.
Our benefits:
Medical, dental, vision insurance plans
401k plan
Health & flexible savings account
Life and ad&d, spousal life, child life insurance plans
Educational assistance plan
Identity theft, legal, auto & home and pet insurance
Https://windstreambenefits.com
About us:
Windstream holdings, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the u.s.
Ind123
Job requirements
Minimum requirements:
Associate degree in a technical discipline and 3-4 years technical/telephony experience with 3 years directly related to the job; or 6 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.
Eeo statement: windstream is an equal opportunity employerAt windstream, we celebrate the authenticity and uniqueness of our people and their ideasAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veteransThe diverse voices of our employees fuel our innovation and our inclusive cultureEmployment at windstream is subject to post offer, pre-employment drug testing.
Hiring insights
Job activity
Posted 16 days ago
