Specialist II-Srvc Activation in Rochester, NY at Windstream

Date Posted: 6/23/2022

Job Snapshot

Job Description

Job ID:22003066

The Service Activation Technician exists within Windstream Business's Service Delivery organization and is primarily focused on supporting new service installation of Internet, MPLS and Firewall products. The Service Activation Technician is for supporting more complex installations, customer and carrier services, non-standard CPE configurations, coordinating overall network implementations, and actively participating in report and quality analysis as required. This requires call intervention, technical support, assuming ownership of customer escalations, providing pro-active management and internal customer updates on a more condensed interval, more quickly isolating root cause, and summarizing the overall circumstance as required.

Responsibilities:

• Work directly with Customer. Vendors and Field Personal to turn up data networks, and equipment including but not limited to, CPE, Firewalls, Access points, and bandwidth diversity boxes.  

• Troubleshooting complex routing issues between PE and CPE and CPE to Customer.

• Act as an interdepartmental technical liaison and actively participate in various process, systems, and quality projects.

• Candidate must have strong communication skills and be able to articulate himself or herself well in writing and orally.

• Role requires demonstrated technical proficiency with T1 circuit, CPE, and IP networking configuration, trouble-shooting, and fault isolation procedures.

• Position necessitates a strong sense of the customer and ability to engage with customers directly and in a professional manner.

• Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.

• Staff the inbound call queue to resolve issues encountered by Field Service and Carrier Technicians, quickly locate information and delegate installations.

• Ability to perform in on-call rotation

• Deep understanding and ability to proficiently apply logical troubleshooting procedures to network services, top down. This requires the ability to manage through logical fault isolation throughout the network, to include network equip. carrier circuitry, CPE, customer wiring, and customer hardware and software applications.

• Ability to work successfully in a fast-paced and demanding customer environment.

• Strong understanding of T1 and Ethernet circuits, relative makeup, common applications, circuit composition, installation/repair process, and fault isolation procedures.

• Desire to technically mentor and/or train less tenured technicians

• Off hours and Weekend availability may be required as needed to service clients.

• Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion.

• Proactively resolve obstacles that interfere with job performance and/or job satisfaction

• Escalation to management of service interruption patterns, to assist in the identification of potential network service effecting issues.

Job Requirements

Minimum Requirements:

High School diploma or equivalent and 4 years experience with 3 years directly related to the job. 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, 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 veterans. 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.