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Specialist I-Tech Support in Daytona Beach, FL at Windstream

Date Posted: 1/4/2019

Job Snapshot

Job Description

Job ID:18004144

Job Responsibilities:

  • Provide end-user support in regards to proper procedures and usage of the customer’s telephone system.
  • Work directly with customer contacts to coordinate, understand, and execute advanced customer Move, Add, Change (MAC) orders.
  • Problem-solve and isolate trouble using advanced skills in response to and resolve complex issues.
  • Troubleshoot complex telephony issues. 
  • Troubleshoot advanced IP issues following standard remote protocols.
  • Maintains individual workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data. 
  • Works in conjunction with internal and external technicians/engineers/account development to troubleshoot and resolve customer issues. 
  • Has direct interaction and escalates troubles internally and externally (Business Partners, Manufacturers) on behalf of the customer.
  • Works tickets of a routine complex basis and may request some support of others.
  • Performs customer advocate duties while maintaining a positive and professional manner at all times, during high stress situations.  Takes calls and provides status to and from customers on a regular basis.

Preferred Skills:            

IP Data Networking

LAN /WAN Protocols related to telecom  (QoS, VLANDS, SIP, Frame Relay, MPLS)

Analog/Digital Voice Technologies

OSI Model

VPN Clients and Connectivity

Basic understanding of PC

 

Required Certifications:

Allworx Certified Professional * within 90 days of hire

 

Preferred Certifications:

Cisco CCENT/CCNA

Adtran ATSP

Comptia A+/Network+



Job Requirements

Minimum Requirements:
High School diploma or equivalent and at least 6 months experience. College hours or a college degree may be substituted for some experience as deemed appropriate.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.