Network Analyst III - Senior-Level (Remote) in Work From Home at Windstream

Date Posted: 5/13/2021

Job Snapshot

Job Description

Job ID:21001261

Windstream 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!

The Network Analyst III position will be responsible for providing engineering-level support, trouble shooting, and repair of the Windstream Layer 1 transport backbone. Responsibilities will include troubleshooting issues on the backbone network including DWDM and SONET. Analysts are expected to manage customer relationships, utilize proper troubleshooting methodologies, and ultimately provide a positive repair experience for our business-class customers.

Job Responsibilities:

  • Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair
  • Maintain workload via a trouble ticket queue, detailing each ticket with notes of steps taken, test results and resolution data
  • Perform customer advocate duties while maintaining a positive and professional manner at all times, during high stress situations
  • Advocate for the customer by working cooperatively with carriers and vendors, both internal and external, escalating issues as needed
  • Provide excellent customer service by communicating progress and resolution to customers on a regular basis, via inbound and outbound phone calls, and/or email, for each ticket
  • Contribute to realizing departmental company net promoter score goals (NPS) and mean time to repair objectives (MTTR)
  • Perform other duties as deemed necessary by management

Essential Skills and Capabilities

  • Possess an advanced working knowledge of telecommunications products and processes
  • Must possess excellent customer service and interpersonal skills, with strong written and verbal communication skills
  • Must possess technical aptitude for performing tasks in switches, routers and other telecommunications equipment
  • Ability to work a flexible schedule as our center is open 24/7x365, including on-call responsibilities
  • Punctuality and reliability are essential as are excellent time management skills
  • Ability to multi-task between multiple computer applications is a must, as is the ability to type quickly and accurately while speaking on the phone
  • Ability to work with teammates effectively in a high volume, fast paced, collaborative work environment, and the ability to work independently with little to no supervision as needed.
  • Ability to effectively handle distractions, and work in a high-stress environment for prolonged periods of time
  • Ability to effectively isolate issues in a timely manner
  • Ability to effectively direct field technicians and other personnel during troubleshooting and maintenance activities.
  • Preferred Technical Qualifications and Certifications:
  • A.S. or B.S. in Telecommunications, CCNA, or CCMP
  • Lucent LGP, 5E, CBX Certifications/Tellabs and Alcatel DACS certifications also a plus
  • Advanced understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)
  • Advanced knowledge of the OSI model
  • Advanced experience with remote testing of T1 circuits utilizing React and other remote testing tools
  • Ability to read and comprehend Circuit Layout Records (CLR) and Design Layout Records (DLR)
  • In depth familiarity with Alcatel-Lucent and/or Tellabs DACS for analyzing T1 and T3 for errors, deleting and adding cross connects, and other basic command sets
  • Advanced experience troubleshooting and configuring MUXs
  • Advanced experience with voice switches and edge routers with regards to troubleshooting, specifically, Lucent 5eSS, Nortel DMS, Genband G9, as well as Cisco and Juniper edge and Adtran customer premise equipment (CPE) routers
  • Advanced knowledge of troubleshooting Layer 1 Fiber Networks, DWDM and SONET transport, GIGE, and Ethernet services
  • Advanced experience with and understanding of the following systems used in the testing and troubleshooting of transport circuits:
  • Adtran 4303, Adtran 2820, Adtran 2800, Adtran 3000
  • CISCO 6732
  • CAC Widebank MUX
  • Tellabs/Alcatel DACS
  • Centest testing system
  • Advanced experience with the following equipment: Fujitsu Flashwave product line (7420,4500, 4100, FLM150, FLM2400, Lucent DDM2000, Lucent DMX,; Hatteras, Alcatel 1640/1648/1603/1631, Nortel OC48Classic, Tellabs 5500/7100, Cyan Z33/Z77, Cisco ONS 15454, Cisco CPT, Infinera, Ciena 4200
  • Advanced knowledge of CWDM/DWDM(C-band, L-band, Digital DWDM) theories and protocols, must have experience with troubleshooting wavelengths (2.5g, 10g, 40g, 100g)
  • Superior proficiency in troubleshooting SONET(OC-3, OC-12, OC-48, OC-192)
  • Advanced experience with test sets(JDSU, T-berd, Exfo)

Job Requirements

Minimum Requirements:

Associate Degree in a technical discipline and 4-6 years technical experience with 5 years directly related to the job and 4 years of digital experience. College hours or a college degree may be substituted for some experience as deemed appropriate.

EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.