Specialist I-Enterprise Repair Center Voice Technician in Rochester, NY at Windstream

Date Posted: 7/2/2018

Job Snapshot

Job Description

Job ID:18001375
General Summary:
Performs technical problem resolution, in a high stress environment, including analysis, trouble isolation and repair. Duties will include acting as a Customer Advocate in a 24x7x365 Network Operation Center for all Windstream internal and external, voice, data and VoIP services. The Technician focuses on complex troubles in at least one trouble ticket discipline (Transport, Voice, Data, VoIP).  
Job Responsibilities:
- Responsible for analyzing, testing, isolating and repairing network and customer issues. This may include any or all issues related to facilities, routing and translations, voice and/or data, TCM and/or VoIP products and service and the associated CPE equipment. - Performs proactive monitoring, configuration management and fault resolution of complex voice and data services.
- Performs Customer Advocate duties while maintaining a positive and professional manner at all times, during high stress situations. Takes calls and provides status from and to customers on a regular basis.
- Works in conjunction with internal and external to the company technicians/engineers to troubleshoot and resolve customer's issues. - Has direct interaction and escalates troubles internally and externally (LEC's and other carriers) on behalf of the customer.
- Maintains workload through a queue, detailing each ticket with notes of steps taken, test results and resolution data.
- Works tickets of a routine complex basis and may request some support of others.
- Contribute to realizing departmental company goals and objectives
- Other duties as assigned

Preferred Requirements: Associates degree or equivalent work experience. An understanding of telecom switching topology and network architectures, trouble ticket system knowledge, facilities and equipment system knowledge(CLR/DLR/Technical WordDoc), knowledge of Remote Circuit Testing and experience in dealing with LEC's and other carriers.

A.S. Telecommunication
Lucent Certification
Nortel Certification
Juniper Certification

IND 123

Job Requirements

Minimum Requirements:

Associate’s Degree in a technical discipline and 2-3 years technical/telephony experience with 2+ years directly related to the job; or 5+ years of directly related telephony experience or an equivalent combination of education and/or directly related telephony experience required.

EEO Statement: Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran. Windstream is a drug-free workplace.