Network Analyst II in BTAC

Arkansas, USA ● Georgia ● North Carolina, USA ● Ohio, USA ● South Carolina, USA ● United StatesReq #1876

Thursday, August 15, 2024

Kinetic is a premier internet solutions provider on a mission to deliver ultra-fast, reliable internet to consumers and small businesses across the U.S., helping them Internet better™.

• As part of the Kinetic family, you’ll have the opportunity to work with cutting-edge technology, including premium broadband, security solutions, voice, and digital TV services, all delivered through our enhanced fiber network.

• Join us in revolutionizing how people connect and communicate. Your work will directly contribute to making Kinetic the most helpful internet service provider, ensuring our customers Internet better™ every day.

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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.

What you’ll do:

• This position will 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.

• Work is performed in shifts within a 24x7 Network Operations Center environment. Candidates must be available to work ANY SHIFT, including nights, weekends, and holidays, and be willing to participate in an on-call rotation.

Do you have:

• 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

Qualifications

Minimum Requirements:

Associate Degree in a technical discipline and 3-4 years technical/telephony experience with 3+ years directly related to the job; or 6+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.

Physical Tasks - 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%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance : Computer, Printer, Telephone, Basic Office Supplies

The starting pay range for this position is $38,000 to $49,000.

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Our 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

• https://windstreambenefits.com

Windstream CIB Statement:

Connecting people in a world of infinite possibilities. Windstream cultivates a workplace culture where innovation and belonging are the cornerstones of our success. We are dedicated to empowering every member of our team to contribute their unique talents and perspectives, fostering an environment where creativity and innovation flourish. Together, we strive to build a more welcoming and connected future, both within our organization and in the broader community we serve.

Our Employee Resource Groups:

• WinVets – Veteran Employee Resource Group

• WOW – Women Employee Resource Group

• WINPRIDE – LGBTQ+ Employee Resource Group

• WBPN – Black Professional Resource Group

• WARG – Ability Resource Group

• LaFamilia –Hispanic Resource Group

• AAPI - Asian American Pacific Islander Resource Group

Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, gender identity, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.

Actual base pay for this job will depend on the candidate's primary work location and other factors, such as relevant skills and experience.

Notice to Non-U.S. Citizens: Windstream, as a holder of licenses granted by the Federal Communications Commission, is required to notify and to obtain approval from federal regulatory agencies prior to granting certain system/network access to any non-U.S. citizen personnel. Offers of employment extended to non-U.S. citizens are contingent upon receiving the requisite approval from agencies overseeing compliance. Non-U.S. citizens are required to provide Windstream with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Windstream’s network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@windstream.com as soon as possible for information on Windstream’s foreign personnel disclosure and approval requirements.

Other details

• Job FamilyEngineering

• Job FunctionNetwork Operations

• Pay TypeHourly

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• Arkansas, USA

• Georgia

• North Carolina, USA

• Ohio, USA

• South Carolina, USA

• United States

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