Spec III-ERC Elite Tech in Vancouver, WA at Windstream

Date Posted: 11/22/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    3000 Columbia House Boulevard
    Vancouver, WA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/22/2020

Job Description

Job ID:20003174

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.


General Summary

The Technician III positions will be responsible for providing support to our Elite customers. These Elite customers will primarily be our most profitable customers that purchase IP-based services but will also include independent Internet Service Providers and key enterprise customers (e.g.- state governments, large businesses, hospital/medical networks). Services supported include ATM, Frame Relay, Ethernet Internet Access, TLS, VPN, MPLS, Metro-E, BGP routing, TDM voice, Voice, and Transport from Windstream.

 

Job Responsibilities include, but are not limited to:

•    Answer Incoming Calls from our Customers, internal employees and external vendors. 

•    Trouble ticket ownership for assigned tickets including working the issue to resolution, communicating updates to the customer via outbound phone calls, emails, or a combination of the two as desired by the customer

•    Responding to inbound calls from customers and frontline support teams to troubleshoot customer issues.

•    Detailed documenting of all actions taken to resolve a customer’s trouble within trouble ticket(s)

Essential Skills and Capabilities:

•    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.    Certifications that relate to work performed and that will help build candidates towards this position: CCNA, and JNCIA

•    Troubleshooting customer TDM and VoIP issues from various legacy voice and soft switches including feature provisioning, translations, call routing, number portability and audio issues.  Including but not limited to Lucent 5ESS, Nortel DMS, Genband, SONUS, Metaswitch and Broadsoft platforms

•    Troubleshooting of managed CPE troubles on Cisco or Adtran routers

•    Troubleshooting configuration errors on Polycom phones and conference units, including SIP endpoint hardware-based

•    Testing & troubleshooting of facility troubles, as well as general layer 2 and layer 3 customer-network troubleshooting as it relates to Windstream-managed CPE (routers, switches, phones, etc.)

•    Execute changes to CPE configurations for Windstream-managed routers

•    Coordinate customer repair actions including dispatching appropriate vendor/field technicians to assist in troubleshooting Windstream-managed CPE and verifying operability of services through the network to the customer’s CPE

•    Working with IXC and Tandem carrier vendors on local, LD and International call completion 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 and Ethernet.  Circuits are built out with devices from several vendors.  Technicians need to be able to transfer knowledge between devices and apply same troubleshooting methods regardless of hardware vendor.

•    Technician must understand multiple access levels within hardware devices and be able to issue commands via several different methods (telnet, SSH, RDP, GUI applications).  A Level III Technician is expected to connect to, look at, and troubleshoot in all edge and customer premise equipment.  They are also required to be able to look at and verify configurations in devices along with making basic configuration changes.

•    Technician must be able to multi-task via multiple circuit databases, ticketing systems, and remote access servers.  A Level III Technician must be able to build out and put on paper circuit designs based on information contained within multiple different circuit and support information databases. 

•    Ability to speak competently regarding customer local networks is important.  New Windstream products are providing completely hosted solutions where a Level III Technician will be the customer’s direct LAN support.  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

•    Use of call capture tools and debugs to identify call setup failure/completion troubles and troubleshoot QoS problems

•    Candidates must be available to work any shift within 7am EST to 10pm EST, 7 days a week.

•    Other duties as assigned by management


Planning Activities:

•    Manage workload effectively considering you will be working more complex and escalated issues

•    Ensure open communication exists between teams and departments

•    Utilize documentation to constantly augment knowledge of Windstream products and services

Preferred Requirements: 

•    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

Job Requirements

Minimum Requirements:

High School diploma or equivalent and 6 years experience with 4 years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

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.