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Specialist II-Srvc Activation in Charlotte, NC at Windstream

Date Posted: 5/14/2019

Job Snapshot

Job Description

Job ID:19001366

General Summary
This position is responsible for tier 1 and 2 support of Windstream Wide Area Network (WAN) products and data services.

Job Responsibilities

1. Answer Incoming Calls from Enterprise Repair Answer team (Customer transfers or status updates), Field technicians, vendors, carriers.

2. Troubleshoot customer data service issues as identified by network monitoring systems and customer generated trouble tickets via Clarify, Footprints, and Remedy ticket tracking systems

4. Provide mentoring and support for other ERC Specialists (Shared knowledge is power)

5. Resolve complex data troubles that are escalated through the Clarify and Remedy ticketing systems, or through Specialists Is

6. Document and update troubleshooting procedures

Planning Activities

1. Assist in developing training guides and job aids for ERC Data technicians

2. Ensure open communication exists between teams and departments.

3. Responsible for technical training and knowledge share to Specialist Is

Job Complexity

  • Fundamental understanding of the OSI model and associated methodology is used to form base knowledge for all job activities. Work focuses on troubleshooting layer 2 and 3 issues along with identifying issues at the physical layer to be worked by the ERC Facility team.
  • Work performed in this position is equivalent to and above these certifications: CCNA and JNCIA Certifications recommended to be pursued while in this position: CCNP (formerly CCIP) and JNCIS
  • Ability to identify IPv4 address ranges, subnets, and other IPv4 addressing fundamentals required along with application of those fundamentals in MPLS and Layer 3 VPNs. Items include DHCP, NAT, PAT, and subnetting.
  • Working knowledge of IPv6 will be required as the network (and Internet) begin transitioning away from IPv4. Full understanding of both authoritative and caching DNS needed, including underlying process of DNS name resolution to IPv4/6 addresses.
  • Full understanding of routing and routed protocols required. This includes the ability to look at and troubleshoot BGP, EIGRP, and OSPF configurations.
  • Layer 3 VPN and MPLS technologies are used extensively on the network and Specialist II need to be able to troubleshoot, configure changes, and isolate issues related to privately routed traffic in multiple different routing devices.
  • Understanding of QoS and DSCP values needed to work on customer site to site traffic congestion issues.
  • Ability to map out and document private routing networks in a means presentable to managers and customers aids in isolating complex customer issues.
  • The Windstream network is a multi-vendor core environment consisting of Cisco, Juniper, and Alcatel edge and core routers. Customer and network circuits are spread between multiple technologies: T1/T3 (ATM and Frame Relay), Ethernet, and DSL. Circuits are built out with devices from several vendors. Technicians need to be able to transfer basic knowledge between devices and apply same troubleshooting methods regardless of hardware vendor.
  • Specialist I should have base knowledge of ATM T1/T3s and be able to quickly learn older technology and hardware devices still in use on the network.
  • Layer 2 technologies are an increasingly vital part of the Windstream network.
  • Expertise with VLANs, including 802.1q (dot1q) and related Q-in-Q with Ethernet Class of Service, required. Switching and spanning tree protocol, related to VLANS, important. Knowledge of MAC addresses, their function in relation to layer 2 connectivity, and means for looking up vendor information with IEEE related to a MAC address is critical.
  • Identifying connected devices via ARP (address resolution protocol) and understanding reasons why devices may not show connected is critical.
  • Specialist I serve as the first line in network outage identification and need to be able to take multiple customer reports of similar issues and condense the information into high-impact reports for the various NOC groups. Specialist I are also expected to serve as customer-facing contacts for the NOC groups during and after outage situations.
  • Specialist I will participate in troubleshooting bridges during outage situations and represent the ERC on these bridges.
  • Technician must understand multiple access levels within hardware devices and be able to issue commands via several different methods (telnet, SSH, RDP, GUI applications).
  • Specialist I are expected to be able to connect to, look at, and troubleshoot in all edge, core, and customer premise equipment.
  • Specialist I are expected to be able to build, adjust, and install full configurations to Windstream-deployed customer premise equipment.
  • Technicians must be able to multi-task via multiple circuit databases, ticketing systems, and remote access servers.
  • Specialist I need to be able build out and put on paper circuit designs based on information contained within multiple different circuit and support information databases. When information is missing, Specialist I are expected to fill in the gaps based on active configurations within all hardware devices on circuit.
  • Ability to speak competently in regards to customer local networks is important. Communication of complex technical situations to customers occurs on a regular basis and technicians need to be able to distill the issues down into understandable terms for proper referral to customer’s vendors.
  • Technicians also need to be able to work with customer’s technical vendors and provide end of line support for issues identified to be caused by the customer’s LAN vs the Windstream network.
  • Specialist I will be asked to go above and beyond during escalations and provide out-of-scope support on customer networks.
  • Specialist I need to be able to work with vendors for large and complex customers and be the definitive point of contact on all data-related issues during the lifetime of service issues for that customer (this includes potentially months-long relationships with customers and their vendors).
  • Specialist I need to attain base level knowledge in other Windstream products, such as VOIP, POTS, and Firewall services. Knowledge in other areas such as webhosting, email routing, and DNS zone files allows a Specialist I to excel at out-of-scope support related to troubleshooting of customer issues.

Problem Solving Activities

1. Troubleshoot and resolve customer data service and facility issues.

2. Assist in the resolution of faults identified by network monitoring systems.

3. Facilitate the transfer of issues between departments

Essential Skills

  • Skills in CISCO, Juniper, Alcatel, and Adtran
  • Knowledge of ATM and Frame Relay, L3VPN, MPLS, VOIP, IP, and other associated protocols (minimum of 2 years experience)
  • Knowledge in T1 DACS and MUX equipment
  • Written/verbal/troubleshooting and good interpersonal skills.
  • Knowledge of desktop and LAN troubleshooting/support
  • Knowledge of the Windstream network Knowledge of SNMP, NetFlow and similar network monitoring methods.
  • CCNA or equivalent work experience.

Preferred Skills
  • Advanced web development and support skills
  • CCNP certification or equivalent work-experience
  • Demonstrate an excellent technical understanding of a broad range of data products and expertise in diagnostics, software applications and problem solving
  • Advanced Desktop and LAN trouble shooting skills
  • Advanced DNS knowledge
  • Customer relations skills, listening and communication

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: 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.