Technical Support Specialist II - VoIP/UCaaS in King of Prussia, PA at Windstream

Date Posted: 10/23/2018

Job Snapshot

Job Description

Job ID:18003784

The Technical Support Specialist will be responsible for providing repair & technical support to Windstream customers that utilize a broad portfolio of products and cloud services. The Technical Support Specialist will primarily support one of Windstream’s strategic products, the OfficeSuite UC platform, a cloud-based voice and communications suite of products. Primary technical responsibilities will include troubleshooting portal configuration issues, equipment configuration issues, connectivity issues between Windstream-managed phones/CPE, and the cloud platform. These services are provided over a variety of transport/access media and the Technician will be responsible for troubleshooting facilities, data and voice services where Windstream is the WAN provider, along with intermediate support and diagnostics of customer LANs. Additionally, Windstream continues to support legacy services which fall within the scope of the position. The prospective Technician will work troubles reported by frontline support teams, automated service monitors, as well as customer-initiated trouble reports through customer portals, while communicating progress and resolution to customers as work is being completed. The Technician will work extensively with vendors, internal engineering teams, and Windstream personnel in the field and at customer locations to troubleshoot troubles from the Windstream core/edge/voice-switch network to the Customer Premise Equipment (CPE).

Specific responsibilities include, but are not limited to:

  • 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, particularly as part of our 'First Call Resolution' (FCR) process within a call center environment
  • Detailed documenting of all actions taken to resolve a customer’s trouble within trouble ticket(s)
  • Troubleshooting portal configurations, errors with Mitel and Polycom phones and conference units, including SIP endpoint hardware-based and software-based clients
  • Troubleshooting of managed CPE troubles on Cisco, Adtran, Actelis and various other CPE routers and firewalls
  • 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 Tier 3-level changes to CPE configurations for Windstream-managed routers and firewalls
  • 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
  • Troubleshooting of OfficeSuite service issues in regards to call routing, extension configurations, phone/feature functionality, audio issues, call queueing, call recording, tenant/site configurations, and connector applications including browser plug-ins, desktop and mobile applications/clients, etc.
  • Troubleshooting customer voice issues from various legacy voice and soft switches including feature provisioning, translations, and number portability
  • Use of call capture tools to identify call setup failure/completion troubles and troubleshooting QoS problems
  • Other duties as assigned

Job Requirements


  • Knowledge of cloud-based hosted voice services, hosted PBX platforms, and UCaaS platforms
  • Knowledge of VoIP, SIP, call ladder diagrams, and call capture diagnostics
  • Knowledge of TCP/IP and Ethernet network topologies, LAN hardware, cabling, and OSI model
  • Bachelor’s Degree or equivalent data, voice or telecommunications education and/or industry certification
  • Minimum 1 year experience in a call-center or support desk environment servicing real-time troubles via remote support (phone calls, chat, etc.)

Desired Knowledge/Qualifications:

  • Knowledge of Minet and MGCP protocols a plus
  • Experience with Cisco & Juniper platform hardware/network operating systems a plus
  • Experience with Mitel and/or Polycom phone hardware a plus
  • Experience with DSL copper loop, T1 & DS3 technology & facilities a plus
  • Experience with voice switching technologies on DMS, 5E and Meta switch platforms a plus
  • Organizational skills and abilities to self-manage workload and time-sensitive projects working in a fast-paced, dynamic environment dealing with critical customer-impacting communications services
  • Flexibility dealing with changing work requirements as part of a 24/7/365 customer service organization including on-call rotations, weekend and holiday work assignments, and processes that change to meet the needs of Windstream’s customers
  • Strong communication skills including e-mail, chat client, and intranet collaboration tools with a focus on timeliness and multitasking
  • Knowledge of Microsoft productivity software and desktop operating systems
  • Strong writing skills as needed for clear, thorough, and efficient documentation of work performed for later recall, review, and presentation to peers and customers through trouble tickets, emails, and online customer account portals


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.