Specialist II-ISG Repair in Hazelwood, MO at Windstream

Date Posted: 4/3/2018

Job Snapshot

Job Description

Job ID:18001002
General Summary:
Technicians at this level have proficient skills and knowledge to perform the duties of a Specialist I and additional duties at an intermediate/professional skill level. This includes a high-level of proficiency with performing technical procedures in customer support, maintenance, and/or administration of data systems and/or high-speed access solutions such as: data switches, routers, firewalls, VOIP solutions, local area networks, and wireless access point solutions on products such as:  Cisco, Juniper, HP, Adtran, Ruckus, Mitel, and ShoreTel. Since class specifications are descriptive and not restrictive, technicians at this level can complete job duties similar in nature that aren't referenced here.

Job Responsibilities: 
- Provides more complex remote services or support involving system configuration, diagnosis, troubleshooting, and repairs, of data networks, VOIP and/or data systems hardware/software applications including desktop computers, servers, data/voice/video communication systems, call centers, including peripheral devices, wiring and cabling to ensure connectivity and functionality.
- Provides technical support through a central support desk function to resolve, or ensure resolution through problem diagnosis/assessment and repairs. Guides and mentors level 1 Specialists on more complex service requests involving network and communication systems malfunctions.
- Maintains an accurate and timely status/history of the service event in the companies ticketing system and produce a database of system issues and resolutions.
- Technicians at this level interact with internal and external customers at a profession level and provide consultation and user training services. The technician works under the supervision of a designated Operations Manager or Technical Support Manager. 

Required Skills/Experience
: - The skills required of a Specialist II consist of all responsibilities defined in the Specialist I position. - Proficient in at least two system manufacturers and has a current certification awarded by one system manufacturer.
- Ability to hear, speak, and see effectively while providing guidance, training, and mentoring of customers and internal support employees with clarity and professionalism keeping customer satisfaction in mind.
- Competent on all aspects of “Remote Support” and maintain certification through supporting manufacturers.
- Competent to perform Service and perform moves, add and changes on LAN / WAN products.
- Proficient at install and maintaining all types of trunking connections and VLAN to data systems which includes but is not limited to data and VOIP systems. Has the ability to support the install of a circuit.
- Ability to service or complete MAC requests on network equipment for video conferencing, data, or VOIP transmission.
- Self-motivated and demonstrates the desire and aptitude for self-development and certification.
- Ability to handle a wide variety of more complicated job tasks requiring coordination of numerous process/ methods.
- Competent to handle multiple tasks concurrently, prioritizing and accurately completing them in a potentially stressful environment.
- Able to manage multiple or conflicting demands, deadlines, emergencies, or time pressures.
- Proficient in solving intermediate technical problems independently.
Preferred Training/Experience:
- Associates Degree, vocational, or technical training in telecommunications, networking, data technology, or a related technical field. 
- 3 to 5 years of work experience in the installation and/or service of data communications and networking equipment.
- Cisco ICND 1 & 2 (CCNA) Certification or equivalent.
- 2 Current intermediate manufacturer certifications.


Job Requirements

Minimum Requirements: High School diploma or equivalent and 2-3 years technical/telephony experience.  Associate Degree in a technical discipline preferred.  College hours or formal technical training 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. Windstream is a drug-free workplace.