Job DescriptionJob ID:22001606

General Summary:

The Network Analyst will provide a white glove service to the customer handling any and all concerns with utmost urgency. The Network Analyst will support all Voice, Data, and Facility issues and will facilitate the handoff and follow up of issues needing to go to another group for support if needed. The Network Analyst will cross train with other Network Analyst's to share knowledge and become as well rounded technically as possible. The Network Analyst will document Customer configurations and information to expedite resolution of customer issues.

Qualified Network Analyst candidates will have experience in one or more of the following technologies: Voice (VOIP, TDM), Data (Routing, Switching), or Transport/Facilities. The individual will be expected to troubleshoot and resolve any network or customer facing issues in one or all of the above-mentioned disciplines. Work is performed in a 24x7 Network Operations Center environment. Candidates must be available to work any shift as dictated by business needs.

Job Responsibilities:

• Responsible for providing technical support to Windstream Enterprise customers for degraded service and out of service troubles. These include voice/data/facility issues. Specific job duties may vary based on experience of tech (Analyst I/II/III/Senior) but basic job requirements apply to all levels.
• Interface with Account Team Managers, Sales Engineers, field technicians, service delivery organizations, Security team, BTAC, and any other internal/external teams needed to resolve a customer issue in a timely manner
• Interface with other Local Exchange Carriers, Interexchange carriers, ISP's, and Vendors.
• Utilize various ticketing systems to track and document customer troubleshooting and communication
• Interface via phone, chat, email, and trouble ticketing systems (On Demand email, text, Web Portal Updates)
• Work in a 365/24x7 Network Operations Center environment. Candidate must be available to work any shift as business needs dictate.
• Fast paced, high volume position requiring excellent verbal and written skills. Must be able to interface in a polite, clear manner providing customers with a white glove level of support and professionalism.

Essential Skills:

• Must have experience in data/voice/facilities with a high level of familiarity of the devices/technologies listed in preferred skills
• Must be completely proficient with a windows-based PC and have excellent typing skills
• Must be able to learn new programs and processes on a regular basis to support our customer base
• Must be able to think outside of the box and look for unique solutions to complex issues
• Must have excellent written and verbal communication skills. Every communication reflects Windstream and candidate must be able to speak clearly and intelligently on the phone. Candidates must have excellent grammar and understand how to communicate clearly and concisely with business customers.
• Must be able to work in a fast paced, high volume position
• Demonstrate a technical understanding of a broad range of products and expertise in diagnostics, software applications and problem solving

Preferred Skills:

• Knowledge of frame-relay, ATM, MPLS (QOS, NNI {Sprint, Qwest}, OSPF, BGP, LDP) and VOIP protocols (QoS, Hosted PBX {PoE switches, VLS}, and Softphone) over T1, DSL, and Ethernet (Metro E, Ether loop), Wi-max (fNuvox, legacy IA, legacy D&E), and 3G/4G wireless backup services required.
• Voice knowledge will include but not be limited to 5E, DMS, Sonus, Sylantro, Broadworks.
• The position also requires expert knowledge in local exchange carrier facilities (aka last mile), which can be circuit designs, equipment configuration, and conceptual knowledge behind how the network equipment works together to provide service to the customer premise.
• The Network Analyst must be proficient with all responsible products and should be proficient enough with a product to be able to work with the product in an unfamiliar environment.
• Knowledge of equipment vendors should include, but not be limited to, Cisco, Vina, Netopia, Adtran, Overture, Hatteras, Tellabs, Alcatel, Lucent, Eastern Research, Juniper, Actelis, Paradyne, Zhone, Calix, and Copper Mountain. This knowledge should include CPE, DACS, MUX and other aggregation devices.
• The knowledge level of the Network Analyst on products and services we offer should span beyond what the ERC departments are responsible for, which will help with the flow of issues between departments.
• Network Analyst will troubleshoot and resolve all issues identified by network monitoring platforms, calls, and customer generated trouble tickets (Clarify, Remedy).
• Network Analyst will also act as the liaison between other specialized departments for these issues, which can consist of CEC Voice and Facility, Complex Data Services ,Advanced Services, Service Delivery, NOC Transport, DNOC IP, BCCC, Field Ops, etc.
• Position also requires a high level of technical LAN expertise.

Job Requirements
Minimum Requirements:

Associate 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: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, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. 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.