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.
Provision and troubleshoot analog voice lines, ISDN PRI, digital Trunks, VoIP, and SIP Trunk services in the Class 5 switches (DMS 500 & 5ESS), Sonus IP switch, C3, VBX, Adtran, and Cisco IADs.
Ensure that all pending tickets are picked up by their priorities and existing tickets are followed up on to make sure the customers are timely contacted, MTTR and ticket duration times are consistently met.
Escalate network related failures and degradation to Tier III Technicians and management including the appropriate NOC support group whenever appropriate for immediate resolution.
Document troubleshooting processes and procedures, in a clear and precise manner.
Insure that all testing, trouble isolation, and repairs are accurately done.
Escalate open complex reported trouble tickets to Tier III Technicians, management, NOC Support, LECs, and other NuVox departments for prompt and accurate trouble resolution.
Carry out all routine and special assignments as directed by management
Provide timely [INVALID] to customers on troubles dispatched to LEC or NuVox technicians
Review all repeat troubles and make sure all previous works were properly and correctly done and take new approaches to effectively isolate and resolve the trouble
Work independently in a fast paced environment with minimal supervision to carry the daily required tasks and procedures.
Provision and troubleshoot Voice mail services via Broad soft, Centigram, Octel, and IP Unity Voice Messaging systems
Configure, and troubleshoot Adtran, Cisco, and Vina IADs to isolate T1 synchronization and all service down related troubles.
Pull circuit design info, access Mainsail, DNX 11 & 88, EMS, Mux, DAX, and other transport medium to verify circuit build out, isolate and rebuild cross connects, pull Performance stats to locate faults, test and troubleshoot DS1 circuits related issues.
Maintain current notes in the Clarify and Remedy ticketing documents of all trouble service activities and follow up with the customers until the trouble is resolved.
Be login to the ACD Queue and promptly answer all incoming calls. Assist Frontline Reps with Overflow calls in the case of a network outage or failures that generate excessive calls to the center.
Minimum of 5 years experience troubleshooting ISDN PRI, 2Way Trunks, SIP, MPLS, HPBX with ACD, Hosted VoIP T-1 circuits in a Telecommunications test center environment.
Solid knowledge and experience working in the DMS 500 Switch, Sonus, EMS, Mainsail 8000, Copper View DSLAM, Nuera Voice Gateways, DACs, Mux, NPAC, Centest, C3, VBX, Hostopia, Broadsoft and IP unity Voice Messaging Systems.
Experienced in trouble-shooting T-1 & T-3 circuits in a repair center environment.
Solid communications, organization and prioritization skills.
Ability to solve problems independently through analysis with little direction from Supervisor.
Ability to work in a team-oriented environment.
Ability to deal effectively with stress of workload and customers.
Ability to manage time and workload to effectively handle job requirements.
Ability to meet deadlines and multitask, handle several projects at once.
Excellent verbal and written communications skills along with the ability to relate and communicate with people effectively.
Strong interpersonal skills and excellent telephone manners
Knowledge of standard office and department practices and procedures.
Hosted Voice over IP, T1 /T3, SIP, MPLS, PRI, CAS, FXS and FXO, and Cisco routers
Be proficient in Trunks, Sonus, and core DMS switch Translations including SS7 and GR303.
Expert Knowledge of voice routing and translations.
At least 5 years experience as a Voice Repair Tier 2 Technician.
WAN/LAN, TCP/IP, and voice IP routing protocols
T-1, T-3, ISDN PRI, DACS, CAC NAVG
Copper and fiber optics cable pairs, Smart jacks, repeaters, DSX cross connects HDSL, and
Fractional T1 circuits.
Loop start, Ground start, E&M Wink signaling
Education: High School diploma or Associate Degree in Telecommunications, engineering, or related field.
Conflict and resolution management, team building, and support.
Excellent knowledge of Microsoft windows Applications, WAN /LAN Networks, NAT, TCP /IP and UDP routing protocols.
Strong customer service skills and abilities to handle irate customers.