Job ID:20003485Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority.”
About the Role
The Network Analyst I/ II - will Assist with the management, operational support, and troubleshooting for all on/off net TDM, Optical/Wave, Ethernet, Dark Fiber wholesale customer data and transport services.
The Wholesale Service Assurance (WSA) team provides 24x7x365 support for the Windstream Communication service provider network.
As a Network Analyst II in the Network Operations Center, you will be a vital team member who represents a leading telecommunications brand that connects homeowners, small business, enterprise and carrier partners across the United States. You will work to resolve customer concerns and provide the very best service every time while you genuinely develop a meaningful long-term relationship with each customer.
What You’ll Do:
Resolution of customer trouble tickets via outbound phone calls, emails, or a combination of the two.
Respond to inbound calls from customers and frontline support teams to troubleshoot customer issues.
Document actions taken to resolve a customer’s trouble within trouble ticket(s).
Troubleshoot customer TDM and VoIP issues from various legacy voice and soft switches including feature provisioning, translations, call routing, number portability and audio issues.
Troubleshoot managed customer premises equipment troubles on various routers and configuration errors.
Coordinate customer repair actions including dispatching appropriate vendor/field technicians.
Work with carrier vendors on local, long distance and international call completion issues.
Troubleshoot and use of call capture tools and debugs to identify call setup failure/completion concerns.
Do You Have:
Ability to manage a full workload and work with complex and escalated issues
A professional and honest communication style
Experience utilizing documentation to constantly augment knowledge of products and services
Associates Degree in a technical discipline and 4-6 years technical/telephone experience with 4+ years directly related to the job
OR 7+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.
Even Better:
Strong Background in troubleshooting complex TDM and VoIP troubles
Understanding of SIP, SS7, ISUP, TCAP, Q.931, MEGACO, E&M, RTP and other voice related protocols
Flexibility to work 3rd/ overnight shift
Our Benefits:
Medical, Dental, Vision Insurance Plans
Identity Theft, Legal, Auto & Home and Pet Insurance
401K Plan
Health & Flexible Savings Account
Life and AD&D, Spousal Life, Child Life Insurance Plans
Educational Assistance Plan
Windstream Holdings, Inc., a FORTUNE 500 company, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.
