Spec I/II/III-ERC Elite Tech
Company: Windstream Communications
Posted on: June 12, 2021
Windstream is considered an essential business and we are HIRING
NOW. As our company responds to COVID-19, the safety and wellbeing
of our employees, customers, partners and communities is our top
The Technician II positions 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
- Answer Incoming Calls from our Customers, internal employees
and external vendors.
- Trouble 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
- Responding to inbound calls from customers and frontline
support teams to troubleshoot customer issues.
- Detailed documenting of all actions taken to resolve a
customer's trouble within trouble ticket(s)
Essential Skills and Capabilities:
- 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. Certifications that relate to work performed and
that will help build candidates towards this position: CCNA or
- 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
- Troubleshooting of managed CPE troubles on Cisco or Adtran
- 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 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 II
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 changes.
- Technician must be able to multi-task via multiple circuit
databases, ticketing systems, and remote access servers. A Level II
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 regard to customer local
networks is important. New Windstream products are providing
completely hosted solutions where a Level II 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 Windstream network.
- 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.
High School diploma or equivalent and 6 years experience with 4
years directly related to the job. College hours or a college
degree may be substituted for some experience as deemed
Keywords: Windstream Communications, Greenville , Spec I/II/III-ERC Elite Tech, Other , Greenville, South Carolina
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