Network Analyst I-Emerging Assurance in Charlotte, NC at Windstream

Date Posted: 8/26/2019

Job Snapshot

Job Description

Job ID:19002025

General Summary:

A Network Analyst I is responsible for providing Tier 2 Support for Windstream Emerging Assurance Customers.  Typically, a Network Analyst I will have engineering level expertise in one of the following technologies: VOIP, IP, TDM, or Transport/Transmissions.  Services supported include Dedicated Internet, Ethernet, SD-WAN, ATM, Frame Relay, Managed Router, VLS, MPLS, VPN, Dynamic IP, Fiber Access, Business LD, Business Voice, and other personalized services.  The individual will be expected to troubleshoot and resolve any network or customer facing issues in any of the above mentioned disciplines.  Work is performed in a 24x7 Network Operations Center environment. Candidates must be available to work any shift.

Job Responsibilities:
-Interface directly with vendors, network engineering, NOC personnel, sales engineering, account management and the customer’s technical support staff in order to resolve complex and chronic issues impacting customer’s service.

-Utilize a ticketing and order provisioning systems to record and track resolution of customer issues. The candidate must be willing to provide detail information on each ticket with notes of steps taken, test results and resolution data.

-Performs proactive monitoring, configuration management and fault resolution of complex voice and data services.

-Collaborate with other internal and external groups on projects that help to improve the customer experience through more efficient and effective resolution of customer incidents.

-Duties may include provisioning and turn-up support on occasion

-Work with Engineering and Network Operations groups to accomplish customer migrations, network changes, upgrades, and repairs.

-Take internal escalation calls via Automatic Call Distribution (ACD) queue

-Other duties may as assigned.

-Some on-call responsibilities required.

-Periodic travel may be require

Desired Work Traits and Skills:

- Ability to work independently, computer skills, communication skills, etc…
- Must have great customer service skills to be considered

Preferred Requirements:

- Bachelor’s Degree

- Certifications in any of the following are PREFERRED, but NOT required:
Cisco: CCNA, CCNP/IP/DP

Juniper: JNCIS, JNCIP

Other: Lucent LGP, 5E, CBX Certifications/Tellabs and Alcatel DACS certifications

Job Requirements

Minimum Requirements:Associate's Degree in a technical discipline and 3-4 years technical/telephony experience with 3 years directly related to the job; or 6 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.

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.