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Windstream Communications.

Specialist I-ERC Data Tech - Military veterans preferred

Windstream Communications. - Charlotte, NC


General Summary:
This position is responsible for tier 1 support of Windstream Wide Area Network (WAN) products and data services.

Job Responsibilities:
- Answer and assist internal/external Customer calls within a NOC environment.
- Identify, troubleshoot and resolve network and enterprise customer issues.
- Responsible for managing and maintaining individual ticket queue.

Planning Activities:
- Utilize time wisely. Dynamically balance call and ticket workload as needed.
- Utilize documentation to constantly augment knowledge of Windstream products and services.
- The ERC is staffed 24/7/365 and employees will be scheduled accordingly to ensure ticket volume is addressed.

Job Complexity:
- Fundamental understanding of the OSI model and the ability to apply concepts while troubleshooting individual customer reports. Understanding of IP Networking including, but not limited to, IPV4, IPV6, NAT, PAT and sub-netting.
- 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 WAN and managed LAN devices. They are also required to be able to look at and verify configurations in devices, such as routers, 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\u2019s 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 the customer\u2019s vendor. Technicians also need to be able to work with customer\u2019s technical vendors and provide end of line support for issues identified to be caused by the customer\u2019s LAN vs the Windstream network.

Problem Solving Activities:
- Assist in the resolution of faults identified by network monitoring systems.
- Provide information to level II\u2019s to help facilitate the determination, coordination and resolution of issues between departments.

Essential Skills:
- Written/verbal/troubleshooting and good interpersonal skills.
- Customer relations skills, listening and communication
- Demonstrate an excellent technical understanding of a broad range of data products and expertise in diagnostics, software applications and problem solving.
Knowledge pertaining to deploying, supporting, and troubleshooting of LAN/WAN issues.
- Knowledge in T1 DACS and MUX equipment
- Ability and understanding of reading CLR/DLR\u2019s
- Knowledge of facility types and specifications (DSL, DS1, DS3, Metro-E, Ethernet, NNI)
- DNS knowledge

Preferred Skills:
- Advanced working knowledge in troubleshooting CISCO, Juniper, Alcatel, and Adtran devices
- Knowledge of ATM and Frame Relay, L3VPN, MPLS, VOIP, IP, and other associated protocols (minimum of 2 years\u2019 experience)
- Understanding of service provisioning process and circuit design
- Net , JNCIA, or any equivalent Juniper certifications
- CCNA or equivalent work experience.
- BA or BS in Information Technology.- Knowledge of SNMP, NetFlow and similar network monitoring methods. Charlotte NC 6801 Morrison Blv (6484)6801 Morrison Blvd Three Morrocroft Ctr Charlotte, 28211

4 days 18 hours ago

Windstream Communications.

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Specialist I-ERC Data Tech - Military veterans preferred Windstream Communications. - Charlotte, NC, United States

   

Location: Charlotte, NC

Company Profile:
Windstream Corp. (Nasdaq: WIN) is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index. The company's corporate headquarters is in Little Rock, Ark. Windstream Holdings, Inc. provides communications and technology solutions in the United States. The company offers managed services and cloud computing services to businesses, as well as broadband, voice, and video services to consumers primarily in rural markets. Its primary business service offerings include integrated voice and data services, multi-site networking, data center services, managed services, high-speed Internet, voice services, and carrier services.