Network Analyst I/II-NOC in Work From Home at Windstream

Date Posted: 11/20/2020

Job Snapshot

Job Description

Job ID:20003485

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

The Network Analyst I/ II - will Assist with the management, operational support, and troubleshooting for all on/off net TDM, Optical/Wave, Ethernet, Dark Fiber wholesale customer data and transport services.

The Wholesale Service Assurance (WSA) team provides 24x7x365 support for the Windstream Communication service provider network.

 

As a Network Analyst II in the Network Operations Center, you will be a vital team member who represents a leading telecommunications brand that connects homeowners, small business, enterprise and carrier partners across the United States. You will work to resolve customer concerns and provide the very best service every time while you genuinely develop a meaningful long-term relationship with each customer.  

 


What You’ll Do: 


  • Resolution of customer trouble tickets via outbound phone calls, emails, or a combination of the two.  
  • Respond to inbound calls from customers and frontline support teams to troubleshoot customer issues. 
  • Document actions taken to resolve a customer’s trouble within trouble ticket(s). 
  • Troubleshoot customer TDM and VoIP issues from various legacy voice and soft switches including feature provisioning, translations, call routing, number portability and audio issues.   
  • Troubleshoot managed customer premises equipment troubles on various routers and configuration errors.  
  • Coordinate customer repair actions including dispatching appropriate vendor/field technicians. 
  • Work with carrier vendors on local, long distance and international call completion issues. 
  • Troubleshoot and use of call capture tools and debugs to identify call setup failure/completion concerns. 



Do You Have: 


  • Ability to manage a full workload and work with complex and escalated issues 
  • A professional and honest communication style  
  • Experience utilizing documentation to constantly augment knowledge of products and services 
  • Associates Degree in a technical discipline and 4-6 years technical/telephone experience with 4+ years directly related to the job 
  • OR 7+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required. 

  

Even Better: 


  • Strong Background in troubleshooting complex TDM and VoIP troubles 
  • Understanding of SIP, SS7, ISUP, TCAP, Q.931, MEGACO, E&M, RTP and other voice related protocols 
  • Flexibility to work 3rd/ overnight shift 



Our Benefits:  

  • Medical, Dental, Vision Insurance Plans 
  • Identity Theft, Legal, Auto & Home and Pet Insurance 
  • 401K Plan 
  • Health & Flexible Savings Account 
  • Life and AD&D, Spousal Life, Child Life Insurance Plans 
  • Educational Assistance Plan 

 



About Us: 

Windstream Holdings, Inc., a FORTUNE 500 company, is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.  

 


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.