Network Analyst I / II – Kinetic Business Data/Voice/Transport Tech in Charlotte, NC at Windstream

Date Posted: 11/19/2020

Job Snapshot

Job Description

Job ID:20003560

Position Objective:

The Kinetic Business Repair Analyst I / II, performs complex technical trouble shooting, isolation and repair of business customer impacting service troubles (out of service and degraded service). Duties will include acting as a Kinetic Business customer advocate in support of TDM Voice, VoIP, IP, and Transport services. 

Position Activities:

  • Utilize and multitask between multiple systems to verify customer services and perform in-depth trouble isolation and repair
  • Maintain workload via a trouble ticket queue, detailing each ticket with notes of steps taken, test results and resolution data
  • Perform customer advocate duties while maintaining a positive and professional manner, during high stress situations
  • Advocate for the customer by working cooperatively with carriers and vendors, both internal and external, escalating issues as needed
  • Provide excellent customer service by communicating progress and resolution to customers on a regular basis, via inbound and outbound phone calls, and/or email, for each ticket
  • Contribute to realizing departmental company net promoter score goals (NPS) and mean time to repair objectives (MTTR)
  • Perform other duties as deemed necessary by management

 Required Skills:                                                  

  • Expert Level understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)
  • Expert knowledge of the OSI model
  • Expert Level experience with troubleshooting and testing of Layer One using remote testing tools.
  • Highly Proficient with trouble ticketing and inventory systems, such as Remedy and MetaSolve (MSS).
  • High Proficiency in the reading and comprehension of Circuit Layout Records (CLR) and Design Layout Records (DLR).
  • Expert level knowledge of voice switches and edge routers with regards to troubleshooting, specifically, Lucent 5eSS, Nortel DMS, Genband G9, as well as Cisco and Juniper edge and Adtran customer premise equipment (CPE) routers
  • Expert in trouble-shooting managed equipment such as routers and channel banks
  • The ability to conduct webinar and/or classroom training on new and existing troubleshooting technologies.
  • The keen sense to identify technical inabilities in lower level techs, and created targeted training to assist in elevating skillset

 Required Work Habits/Behaviors:

  • Must be able to communicate effectively, respectfully and professionally through written and verbal means.
  • Must understand and adhere to department/organization/company policies.
  • Must always demonstrate independent, sound decision making skill.
  • Must be open to coaching and development as well as providing coaching to lower level technicians
  • Adapts to change quickly and easily.
  • Shows willingness to learn new methods, procedures, or techniques.
  • Ability to shift strategy or approach based on the demands of work.
  • Looks for ways to make changes work rather than identifying why change will not work.

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Job Requirements

Minimum Requirements:Associate 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: 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, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. 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.