Associate Network Analyst - NOC (RR)

Join our team and take your career to the next level. Windstream is a communications and technology solutions provider with operations in 48 states and the District of Columbia, generating about $6 billion in annual revenues. We provide IP-based voice and data services, MPLS networking, data center and managed hosting services and communication systems to businesses and government agencies. Windstream also delivers broadband, digital phone and high-definition TV services to residential customers primarily in rural areas and we operate a local and long-haul fiber optic network spanning 100,000 route miles.

Job Summary:

This posting for an entry level position in the NOC Customer Surveillance Team or the NOC Change Management Team.

The Surveillance team is responsible for responding to all customer alarms, through multiple mediums and devices. This is a fast paced organization that is looking for skilled individuals that possess a desire to learn and most importantly, take care of our customers. This is a 24/7 organization and shifts are subject to change with little notice.

The Change Management team is responsible for all maintenance notifications to customers throughout our footprint. Windstream offers a variety of benefits and serves customers in almost all parts of the country. Join our team and see what the future holds!

Job Duties
NOC Customer Surveillance:

•Monitor Customer alarms via Netcool, HPOV, Monarch (internal platform), Monolith or any other monitoring platform identified
•Create trouble tickets in Remedy or Clarify or any other identified ticket system as needed
•Contact customers via phone, email or any other medium determined by management
•Engage customer and ascertain nature of alarm (is it power related or are they performing maintenance?)
•Document troubleshooting processes and procedures, in a clear and precise manner
•Log into and troubleshoot multiple network and premise equipment. Devices include, but are not limited to an array of DACs, MUX, Switches, Routers and any other devices on the network, current and future
•Insure that all testing, trouble isolation and repairs are completed accurately
•Dispatch tickets to appropriate groups/departments using proper queues, open codes and statuses
•Call out or e-bond trouble issues to other carriers when trouble is determined to be on their network
•Read all emails on a daily basis and respond as necessary
•Adhere to all Windstream company and department policies and procedures
•Communicate with team members, internal and external customers in a professional manner

NOC Change Management:

•Ability to read complex network designs
•Associate customers to maintenance events and provide notification to them
•Work with internal customers to help coordinate maintenance events
•Responsible for all notification to customers surrounding maintenance events, including cancellations and reschedules
•Organizational skills are a must as all documentation must be tracked.
•Must be able to use and understand Metasolve databases

Expectations/Soft Responsibilities:

•Must be a self-starter and be able to use own judgment/initiative to undertake activities with minimal supervision.
•High standards of work ethic: punctuality, professionalism, and attitude.
•Ability to work independently and as part of a goal oriented team.
•Detail oriented and able to follow procedures.
•Takes ownership of tasks.
•Analytical thinker.
•Must have superb written and verbal communication skills
•Ability to type >40 WPM
•Must have the ability and desire to multitask
•Fast learner

High School diploma or equivalent or 6+ years’ experience in telecommunications with 4+ years directly related to the job

Preferred Requirements:

Associate College degree with 5 years Hosted VoIP, T1, SIP, PRI, Cisco routers, Data, Transport and Internetworking skills and experiences in a support center

Educational Assistance

Tuition Reimbursement

Professional Dues Reimbursement

Career Development and Training

Paid Time Off

Vacation

Holidays

Health Insurance

Medical and Dental Insurance Options

Prescription Drug Plan and Vision Coverage

Pre-Tax Flexible Spending Accounts

Retirement Plans

401(k) Plan With Employer Match

Experience the benefits of a growing company
For all that you put into your job, you deserve the best in return. From a friendly, team-based environment to progressive salaries and health plans, our benefits work hard for you. See for yourself.

Employment at Windstream is subject to post offer, pre-employment drug testing. EOE/AAP Employer.

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There is no relocation package offered for this position.

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We offer competitive salaries, a comprehensive benefits package, and opportunities to grow your career within an excellent working environment.
WINDSTREAM IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

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