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.
Calls from our Customers, internal employees and external vendors.
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
to inbound calls from customers and frontline support teams to troubleshoot
documenting of all actions taken to resolve a customer’s trouble within trouble
Help identify outages, assist Level II technicians
with determining the area/device/issue we are experiencing.
Essential Skills and
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
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
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
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.
Identify, troubleshoot and resolve network and
customer issues. Work to the best of technicians’ ability before escalating to
a Level II Technician.
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.
Associate Degree in a technicaldiscipline and 2-3 years technical/telephony experience with 2 years directlyrelated to the job; or 5 years of directly related telephony experience or anequivalent combination of education and/or directly related telephonyexperience 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, 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.
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