Sr Network Analyst-NOC in Work From Home at Windstream

Date Posted: 7/23/2021

Job Snapshot

Job Description

Job ID:21003440

“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.”

About the Role:
Analysts at this level are considered a Subject Matter Experts with the skills and knowledge to perform the duties of a Analyst I, II, III and additional duties at an expert level of skill. This level performs independently and conducts expert level technical procedures in implementation, maintenance, and/or administration of voice communications. Since class specifications are descriptive and not restrictive, analysts at this level can complete job duties of similar kind not specifically listed here.

What You'll Do:

  • Provides independent advanced remote services involving system configuration, implementation, diagnosis, troubleshooting, and repairs, of voice systems hardware/software applications including; desktop computers, data/voice/video communication systems, call centers, including peripheral devices, wiring and cabling to ensure connectivity and functionality.
  • Provides independent advanced technical support through a central support desk function to configure, implement through best practices. Guides and mentors Level I and II Analysts on the most complex service requests involving network and communication systems applications.
  • Maintains an accurate and timely status/history of the service event in the companies ticketing system and produce a database of system issues/resolutions and produces best practice documentation

Skills/Experience Required:

  • Ability to hear, speak, and see effectively while providing guidance, training, and mentoring of customers and internal support employees with clarity and professionalism keeping customer satisfaction in mind.
  • Self-motivated and demonstrates the desire and aptitude for self-development and the highest certification levels.
  • Ability to handle a wide variety of more complicated job tasks requiring coordination of numerous process/ methods.
  • Competent to handle multiple tasks concurrently, prioritizing and accurately completing them in a potentially stressful environment.
  • Ability to provide technical and guidance leadership while being able to manage multiple or conflicting demands, deadlines, emergencies, or time pressures.
  • Proficient in solving to advanced technical problems independently with minimal escalation to the manufacturer.
  • Requires minimal level of supervision.
  • Ensure the timely completion of projects is reached through best practices.
  • Communicate regularly with Project Management Team.
  • Work with appropriate internal and external groups to see that all work is completed, and deadlines are met.
  • Escalate complex issues that require an advanced level of skill set both internally and externally.
  • Administer end user training as required.
  • Guide and mentor other team members on complex service issues involving network and communication systems applications.
  • Interact with Clients, Technicians, Dispatchers, Customer Agents, Account Executives, Project Managers, Engineers, and Analysts.

DESIRED REQUIREMENTS 

  • 12+ years of network operations center (NOC) and/or Implementation experience working with Mitel
  • 4+ years networking experience with a strong foundation in LAN/WAN routing, switching, and TCP/IP, VoIP.
  • Relevant data certifications (Cisco, Juniper, Adtran, Nortel, HP etc). 
  • Relevant Mitel voice / VoIP certifications
  • Relevant data network security certifications (Cisco, Nortel, TippingPoint, etc). 
  • Experience with Velo, SD-WAN and MPLS networks.
  • Experience with Service Cloud ticketing. 
     

Knowledge/Skills/Abilities: 

  • Knowledge of data networking equipment such as routers, switches, and security devices and ability to support installation, maintenance and repair.
  • Knowledge of VoIP equipment and ability to support installation, maintenance and repair.
  • Knowledge of data network security devices and ability to support installation, maintenance and repair.
  • Knowledge of VLAN configuration and ability to support.
  • Excellent verbal and written communications skills.
  • Ability to assume responsibility and ownership for work performed.
  • Able to provide technical and applications support to other technicians.
  • Proficiency with MS Windows/Office and/or some version of Linux/Unix

Working Conditions/Physical Requirements:

  • General office environment.

PREFERRED CPE CERTIFICATIONS

  • Mitel Certifications 
  • Mitel Communications Director (MCD) for 3300
  • Mitel Communications Director (MCD) for ISS and vMCD
  • Mitel Applications Suite (MAS)
  • Mitel Collaboration Advanced (MCA)
     

Job Requirements

Minimum Requirements:

Associate Degree in a technical discipline and 4-6 years technical/telephony experience with 6 years directly related to the job; or 9 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.



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.  395839