Specialist II-Data/Transport Administrator in Little Rock, AR at Windstream

Date Posted: 6/5/2019

Job Snapshot

Job Description

Job ID:19001569
***This role is strictly administrative in nature and doesn't entail any technical troubleshooting.***



General Summary:

The Specialist II-Data/Transport Technician will create and manage 'common cause' lead tickets related to network events.  Ensure updates are sent via the 'common cause' lead to related child tickets on an hourly basis.  Also reduce the occurrence and length of long duration tickets resulting in overall MTTR improvement and an improved customer experience. This will be done by owning and managing tickets dispatched to Field Ops and tickets referred to our LEC partners.

 
Job Responsibilities:
  • Create 'common cause' lead tickets as needed by monitoring for outages and impact statements

  • Proactively push hourly updates to customers on events/outages

  • Review dispatched tickets and refer to LEC multiple times through the day and drive action on tickets that are stalled or need attention to stay on track

  • Prioritize by duration with a focus on tickets in clocking status

  • Coordinate with management on handoff of tickets requiring tech involvement or dates for “future test”

  • Interact and escalate as necessary with all other WSA personnel (Techs, managers, Staff Manager, Escalation team, Director) to help drive action on tickets

  • Interact and escalate as necessary with other organizations, including Field Ops, TNOC, DNOC, VNOC, Procurement, OSP, etc., to drive action on tickets

  • Track work performed for reporting purposes

  • Communicate directly with customers via email and/or via Remedy

  • Assist in driving external (LEC) escalations for impairments and outages as required

Preferred Skills:
  • Self-starter
  • Full understanding of WSA ticket flow and repair processes to include dispatch functions, appropriate status usage, referrals, closures, escalations, etc
  • Ability to learn some high-level technical concepts to assist with determining next logical steps in repair process
  • Works well with minimal supervision
  • Strong ownership of work
  • Positive attitude that can prevail despite multiple challenges
  • Ability to work well under pressure in a fast-paced customer facing operations environment
  • Results focused
  • Excellent communicator (written and verbal)
  • Ability to enlist others in urgency
  • Comfortable contacting all levels of management to drive action.  Escalate as necessary.
  • Builds and maintains strong relationships within WSA and partner organizations
  • Ability to stay organized despite managing action on multiple tickets at once.  Not easily overwhelmed. 
  • Ability to extract details from data using various tools including Dashboards and MS Office tools (Excel, ..etc.).
  • Must be accurate and committed to quality

Tools/Systems That Will be Utilized in the Role:
  • Dashboards
  • Remedy
  • Remedy/ETA
  • Outlook
  • Field Ops responsibility maps
  • Excel spreadsheets
  • Escalation lists
Potential Schedule:
The schedule for this position will entail working from either 2:00 p.m. - 11:00 p.m. Monday through Friday or from 8:00 a.m. - 5:00 p.m. Monday - Friday.

Job Requirements

Minimum Requirements:  Associate's Degree in a technical discipline and 3-4 years technical/telephony experience with 2+ years directly related to the job; or 6+ 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; 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.

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