Specialist I/II-Enterprise Repair Center SD-WAN Technician in Charlotte, NC at Windstream

Date Posted: 10/16/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    6805 Morrison Boulevard
    Charlotte, NC
  • Job Type:
  • Experience:
    At least 4 year(s)
  • Date Posted:
    10/16/2018

Job Description

Job ID:18002264

General Summary:

An Enterprise Repair SD WAN technician 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 Operation Center, supporting SD WAN customers and all related services. 

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 services 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 during high stress situations. Takes calls and provides status from and to customers on a regular basis.

- Works in conjunction with internal and external contacts and with 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.

- Contribute to realizing departmental company goals and objectives.

- Other duties may be 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.

- Technical Certifications are a plus, along with any experience working in a Velocloud SD WAN environment.

Job Requirements

Minimum Requirements:High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

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.