Trouble Resolution Specialist in Vancouver, WA at Windstream

Date Posted: 8/9/2018

Job Snapshot

Job Description

Job ID:18001436

General Summary:

The Tech Specialist II/III works in a fast-paced technical support environment. He/ She is primarily responsible for the resolution of external client trouble tickets. Tech Specialists utilize their advanced knowledge of networking, hardware, and software to diagnose, qualify, and resolve client issues. This position requires a detailed level of understanding of both provisioning and troubleshooting in a converged data and voice networks. This role requires daily collaboration with customer vendors, technical support teams, and engineering. Tech Specialists serve as internal escalation points for several internal groups which functions and acts as an interface with other internal engineering teams. The technician will be required to be on call after normal business hours through a rotating on-call schedule.


Job Responsibilities:

  • Initiating third level diagnostics, additional testing, and data gathering to resolve customer reported trouble tickets or document information needed for engineering level support.
  • Communicating diagnostic findings/results with customers, setting customer expectations accordingly, and responding to any additional questions the customer may have in a professional manner.
  • Following up on vendor or supplier trouble tickets, internal dispatches, coordinate with other internal and external organizations as needed, and meet MTTR and customer status expectations.
  • Escalating Trouble Tickets with the appropriate supplier organizations (internal & external) when Service Level Agreements are missed
  • Providing advanced support to Tier III team members.
  • Engaging Engineering\\Network Level 2 teams for trouble Ttckets requiring that support level.
  • Maintaining a WIKI site, and provide new documentation for the repair knowledgebase and keep supported teams up to date via WIKI forum (used to track issues reported to engineering).
  • Attending weekly engineering meetings and escalate client side issues when appropriate.
  • Evaluating current Remedy queues for areas of improvement and isolate network outages at a layer 2 & 3.
  • Engaging Network Operation Centers on service interruption patterns and assist in the identification of potential network service effecting issues
  • Providing testing and training to all teams in the repair organization.
  • Maintaining labs in all centers and make suggestions on lab improvement.
  • Demonstrate the ability to successfully identify revenue and retention opportunities with a solutions selling approach. 
  • Utilize effective selling skills to position and close Windstream value add solution during the resolution process for a Trouble ticket.

Required Skills:

  • Proven ability to multi-task, utilizing time management and work prioritization skills.
  • Excellent interpersonal and communication skills with ability to engage technicians, management and executive level personal effectively.
  • Demonstrate ability to communicate effectively with others.
  • Strong oral and written communications as well as strong planning, organization and presentation skills are required.
  • Flexibility to work varied shifts to provide support to your team as needed based upon customer needs.
  • TIER III Tech Support SR position requires at least but not limited to 2 to 3 of the following areas
  • Subject matter expert in client side LAN equipment such as modems, switches and routers
  • Subject matter expert in data protocols such as EIGRP, BGP and OSPF
  • Subject matter expert in voice networks utilizing protocols as ISDN, SS7, SIP and MGCP
  • Subject matter expert in network protocols such as MPLS, VoIP, ATM, and TDM
  • Subject matter expert in VOIP architecture including Session Border Controllers, SIP Proxies, and IP Switch platforms
  • Subject matter expert in several different VoIP phones platforms including Cisco, Polycom, and Aastra phones. Providing advanced diagnostics to engineering including debugging of configurations, sys-logging to external servers, and wire shark captures.
  • Subject matter expert for complex issues crossing multiple backbone services to include various transport (DS0, DS1, DS3, OC-x, Ethernet, GIG E and TLS) services.
  • Ability to Sell-Upsell products/Value Added Services related to the industry.
  • Excellent selling skills to be able to sell client products to new customers.
  • Ability to handle objections.

Preferred Education and Experience:

  • 2-3 years of exceptional performance as a Tech Specialist I (internal position)

Job Requirements

Minimum Requirements:
Associate's Degree in a technical discipline and 3-4 years technical/telephony experience with 3+ years directly related to the job; or 6+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related 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.