Network Analyst II in BTAC

4 days ago


Frankfort, Kentucky, United States Windstream Communications Full time
About the Role:

The successful candidate will serve as a technical lead for the Broadband Technical Assistance Center (BTAC). The BTAC provides first and second level operational support for Windstream's broadband customers. These data customers are primarily residential or small and medium sized businesses but may also include independent Internet Service Providers. BTAC analysts interface via phone, chat, and trouble ticketing systems with Kinetic technicians and front-line technical service representatives. They also directly interface via phone with business data customers, customer IT personnel, account team managers, and sales engineers.

Key Responsibilities:
  • Serve as a subject matter expert for BTAC.
  • Primary responsibilities include turn up of new static IP broadband service in the Kinetic data network, configure customer premise equipment, handle customer escalations, and troubleshoot customer broadband problems.
  • Create and deliver technical training material, ensuring quality work is being performed, mentoring newer employees, and representing BTAC in various company initiatives.
  • Assist newer employees with technical troubleshooting and serve as an escalation point for them.
  • Handle customer escalations from executives and other members of management.
  • Participate in network rearrangements, troubleshooting, and maintenance.
  • Collaborate with other service providers, engineering groups, and network operations groups to accomplish customer migrations, network changes, upgrades, and repairs.
  • Other duties as assigned.
Requirements:
  • 4-year degree in a technical discipline (engineering, physics, computer science, etc.)
  • 5+ years experience with IT/LAN/WAN in an operations or help-desk environment
  • 5+ years troubleshooting network elements, protocols, services, and transport layer problems
  • Knowledge of central office transport equipment including test methods
  • Understanding of ATM and/or frame relay services
  • Demonstrated understanding of LAN/WAN fundamentals
  • Demonstrated customer service skills
  • Intermediate to advanced knowledge of data networking, particularly experience with ATM, ADSL, and/or IP networks is desired.
  • Demonstrated knowledge of broadband equipment, protocols, and networking
  • Cisco CCNA desired, CCNP/CCIP preferred
  • Juniper JNCIA, MCSE or CNE
Physical and Audio Visual Requirements:
  • Sitting and Stationary: 67-100%
  • Carrying: Occasionally: 0-33%
  • Lifting-Lowering >1-15 lbs: Occasionally: 0-33%
  • Repetitive Hand Action: Medium Dexterity: Continuously: 67-100%
  • Fine Manipulating: Frequently: 34-66%
  • Hearing: Continuously: 67-100%
  • Near Vision: Continuously: 67-100%
  • Far Vision: Occasionally: 0-33%
  • Peripheral Vision: Occasionally: 0-33%
Equipment Used:
  • Computer
  • Printer
  • Telephone
  • Basic Office Supplies
Benefits:
  • Medical, Dental, Vision Insurance Plans
  • 401K Plan
  • Health & Flexible Savings Account
  • Life and AD&D, Spousal Life, Child Life Insurance Plans
  • Educational Assistance Plan
  • Identity Theft, Legal, Auto & Home and Pet Insurance

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