Ntwrk Analyst I/Ii/Iii-Complex Ntwrk

Windstream Communications Anniston , AL 36204

Posted 4 weeks ago

Position Overview:

Analyst 1 - Complex Networks is responsible for direct to technician support for all Complex Network Customers, Elite Diamond Customers and for indirect partner assistance when relating to non-traditional complex network elements.

Responsibilities:

  • Be available as first line of contact for all Complex Network Customers, Elite Diamond Customers during Complex NOC off-hours to create trouble reports, work and resolve issues and manage updates through the trouble lifecycle management process.

  • Rigorously and accurately document all work carried out in response to customer issues to assure consistency, transparency, validity, and auditability of all troubleshooting efforts undertaken.

  • Provide assistance or engage analyst 2, 3 or Senior level analysts when partners are requesting support on out of scope and complex network technologies during off-hours. Provide support for overflow as needed.

  • Work cross discipline troubles to the best of your ability and when needed engage level 2, 3 or Senior level Analysts to assist in further isolating troubles.

  • Coordinate with Team Leads, higher-tier Analysts, and Engineers to identify workflow-impacting and/or service-impacting issues as they arise.

Qualifications:

  • Self-starter, highly motivated. Inclination toward self-study and continuing education preferred.

  • Exceptional communication skills (written and verbal) and experience in a customer-facing service role.

  • Experience with basic networking concepts from host level to WAN.

  • Familiarity with basics of BGP and MPLS, with ability to understand basic packet flow from customer to Internet

  • Knowledge of transport and optical technologies.

Minimum Requirements:

1-2 years technical/telephony experience OR 1 years of directly-related network management, security operations, and/or network operations experience.

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Ntwrk Analyst I/Ii/Iii-Complex Ntwrk

Windstream Communications