Spec I-ERC Elite Tech
Company: Windstream
Location: Charlotte
Posted on: January 12, 2021
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Job Description:
DescriptionGeneral SummaryThe Technician I position will be
responsible for providing support to our Elite customers. These
Elite customers will primarily be our most profitable customers
that purchase IP-based services but will also include independent
Internet Service Providers and key enterprise customers (e.g.-
state governments, large businesses, hospital/medical networks).
Services supported include ATM, Frame Relay, Ethernet Internet
Access, TLS, VPN, MPLS, Metro-E, BGP routing, TDM voice, Voice, and
Transport from Windstream.Job Responsibilities:--- Answer Incoming
Calls from our Customers, internal employees and external vendors.
--- 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.--- Detailed documenting of all actions taken to resolve a
customer's trouble within trouble ticket(s)--- Help identify
outages, assist Level II technicians with determining the
area/device/issue we are experiencing.Essential Skills and
Capabilities:--- Fundamental understanding of the OSI model and
associated methodology is used to form base knowledge for all job
activities. Work focuses on troubleshooting layer 2 and 3 issues
along with identifying issues at the physical layer to be worked by
the ERC Transport team. Certifications that relate to work
performed and that will help build candidates towards this
position: CCENT, Network , CCNA, and JNCIA--- Troubleshooting
customer TDM and VoIP issues from various legacy voice and soft
switches including feature provisioning, translations, call
routing, number portability and audio issues. Including but not
limited to Lucent 5ESS, Nortel DMS, Genband, SONUS, Metaswitch and
Broadsoft platforms--- Troubleshooting of managed CPE troubles on
Cisco or Adtran routers--- The Windstream network is a multi-vendor
core environment consisting of Cisco, Juniper, and Alcatel edge and
core routers. Customer and network circuits are spread between
multiple technologies: T1/T3 and Ethernet. Circuits are built out
with devices from several vendors. Technicians need to be able to
transfer basic knowledge between devices and apply same
troubleshooting methods regardless of hardware vendor.---
Technician must understand multiple access levels within hardware
devices and be able to issue commands via several different methods
(telnet, SSH, RDP, GUI applications). A Level I Technician is
expected to be able to connect to, look at, and troubleshoot in all
edge and customer premise equipment. They are also required to be
able to look at and verify configurations in devices along with
making basic configuration changes.--- Technician must be able to
multi-task via multiple circuit databases, ticketing systems, and
remote access servers. A Level I Technician needs to be able build
out and put on paper circuit designs based on information contained
within multiple different circuit and support information
databases. --- Ability to speak competently in regards to customer
local networks is important. New Windstream products are providing
completely hosted solutions where a Level I Technician will be the
customer's direct LAN support. Communication of complex technical
situations to customers occurs on a regular basis and technicians
need to be able to distill the issues down into understandable
terms for proper referral to customer's vendors. Technicians also
need to be able to work with customer's technical vendors and
provide end of line support for issues identified to be caused by
the customer's LAN vs the Windstream network. --- Candidates must
be available to work any shift within 7am EST to 10pm EST, 7 days a
week--- Perform other duties as deemed necessary by
management.Problem Solving Activities:--- Identify, troubleshoot
and resolve network and customer issues. Work to the best of
technicians' ability before escalating to a Level II Technician.---
Assist in the resolution of faults identified by network monitoring
systems.--- Provide information to level II's to help facilitate
the determination, coordination and resolution of issues between
departments.QualificationsMinimum 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.Job Category: Customer
ServiceLocations: US-North Carolina-Charlotte\EEO
Statement:Windstream is an equal opportunity employer. At
Windstream, we celebrate the authenticity and uniqueness of our
people and their ideas. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, national: origin, gender, sexual orientation, gender
identity, age, disability and veteran status. The diverse voices of
our employees fuel our innovation and our inclusive culture.
Employment at Windstream is subject to post offer, pre-employment
drug testing.
Keywords: Windstream, Charlotte , Spec I-ERC Elite Tech, Other , Charlotte, North Carolina
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