NS Network Services - Network Analyst III-NOC

Greenville, SC, USA ● United StatesReq #1002

Wednesday, June 12, 2024

Windstream Holdings, Inc., is a leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations and carrier partners across the U.S.

As Kinetic, Windstream offers bundled services, including premium broadband, security solutions, voice, and digital TV to consumers through an enhanced fiber network.

Windstream Enterprise is a leading managed services provider providing strategic communications and security products to mid-size businesses and enterprise clients.

Windstream Wholesale provides high-capacity, high-performance networking solutions and services to other telecom carriers, data centers, content providers and enterprises.

The Windstream team provides innovative software and network solutions to connect people and empower business in a world of infinite possibilities!

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About the Role:

The VoIP Network Operations Center’s mission is to provide world class VoIP network support while professionally and respectfully collaborate with vendors, carriers, internal employees, and customers.

The core mission of the Voice Network Operations Center (VoIP NOC) is to maintain the hardware, software, trunking, SS7, and IP routing faults. This support includes network alarm surveillance, hardware maintenance, software loading and support, logical security administration, and technical support. The VoIP NOC’s most critical mission is to prevent voice service outages or minimize the impact of an outage to our customers. The VoIP Network Infrastructure health, reliability, and sustainability is our top priority to effectively support our customers, vendors, LEC Carriers, and internal employees.

The core objectives of the Senior Network Analyst role are to provide advanced level hardware, software, IP routing, security vulnerability, and SIP traffic management and maintenance. This support includes network alarm surveillance, hardware maintenance, software upgrade and support, logical security administration. VoIP NOC’s most critical objective is to be a center of service excellence, prevent service outages, and collaboratively work with NOC verticals, Engineering, and Customer facing groups.

What You’ll Do:

The Network Analyst III is a Tier III role with strategic focus on Network faults troubleshooting and restoration. The NA-III’s core duties are to provide proactive fault mitigation by spending times, investigating various network devices searching for issues and troubles. The individual is also responsible to provide Tier III level support troubleshooting all types of VoIP network outages, working MOPs, upgrades, supporting Repair Organizations, Field Ops, Wholesale Carrier and vendors, and VoIP and IP Engineering on issues, upgrades, and VoIP devices decommissioning and Commissioning.

In addition to the proactive fault mitigation, preventative maintenance, outage recovery and upgrade responsibilities of the Network Analyst Tier III, this position also serves as an escalation point and mentorship for Network Analysts I, and II Technicians. The Network Analyst III is responsible to provide one-on-one mentoring to Network Analysts I, and II, prepare training documents in his areas of expertise, and deliver training sessions on various switch devices, IP routes, and other VoIP applications to subordinates and other verticals within the Kinetic network infrastructure as specified by management. The NA III performs the following detailed functions:

Provides escalation support to Network Analysts I, and II on troubles that are not resolved through documented procedures so that network monitoring and responses can be effectively managed by Network Analysts.

Produces technical documentation to allow Network Analyst I, and II to continually improve SLA for all issues within the scope of the day-to-day responsibilities and beyond.

Identifies patterns of repetitive failures on core network elements or network level and execute permanent fixes to improve the organization’s overall efficiency.

Performs remote preventative maintenance and “proactive” procedures to reduce the probability of core network and applications outages and decrease the number of alarms received in alarm probe server.

Recognizes and correctly respond to fault inquiries, network upgrades, and maintenance activities to include documenting fixes so that all analysts I, and II have access to an increasingly comprehensive library of past network events and resolutions.

Provides support via Teams Chat, emails, and phones to VoIP NOC subordinates, Engineering, local Ops, and customer facing organizations as defined by established process documents.

Provides on-call support for assigned core network devices, upgrades, applications, and systems as scheduled by management.

Performs off-hours maintenance window emergency procedures, upgrades, system backups, and reconfigurations as specified in white boards or MOPs (Maintenance Operating Procedures).

Models leadership for Network Analyst I, and II team members by exemplifying accountability and respect for superiors, peers, and subordinates.

Demonstrates familiarity and compliance with all VoIP Network devices, IP routes, and Transport Network infrastructure and systems, standards, governance, policies, and processes.

Utilizes all vendor-provided tools and applications for the assigned network devices and applications.

Other duties as assigned by VoIP NOC management.

Do You Have?

Highly Proficient in the use of Windows-based computers and Microsoft applications.

Expert level command of the solution’s hardware architecture at all release levels such as Metaswitch, Sonus, BroadSoft, SBC, SQL, Java, Python.

Proficient with the assigned device’s data structure, hardware inventory tables, and commonly troublesome features.

Proficient with the assigned device’s vendor documentation, including interconnect schematics, maintenance and troubleshooting procedures, office drawings, engineering, and provisioning rules, and technical significant bulletins.

Proficient with all VoIP vendor-provided interfaces such as Graphical User Interfaces (GUI), Command Line Interfaces (CLI), debugging tools, and non-menu applications and utilities.

Familiar with all IP protocols used in the supported solutions.

Demonstrates a history of positive customer interactions, and successful mentoring relationships.

Demonstrates a history of leadership and initiating actions that contribute to the success of individual teammates and the team in general.

Even Better:

High School Diploma, Associate’s Degree, Some College education in a technical discipline. and 8-10 years VoIP Network Infrastructure support experience within last five years or equivalent combination of education and experience.

Excellent Transport and IP network skills and experience to troubleshoot T1s, T3s, OC3s-192, Sonet, DWDM

Years of Voice Telephony and SIP experience with great understanding of Trunk, GR303, Anymedia, Nortel DMS, Genband C3/G9, 5E Lucent, Metaswitch, Sonus, all Class 5 switch features.

IP network, routers, and switches, Cisco 7600, 9000, IMR, 1454 series, Dell EMC, Juniper, PIX Firewall, ISA Firewall.

The starting compensation range for this position is from $55,500 - $70,800.

Minimum Requirements:

Associate's degree in a technical discipline and 4-6 years technical experience, with 5+ years directly related to the job and 4+ years of digital experience. College hours or a college degree may be substituted for some experience as deemed appropriate.

Physical Tasks - Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing-Pulling: Occasionally: 0-33% | Carrying: Occasional: 0-33% | Reaching Above Head: 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/Working Environment : Computer, Printer, Telephone, Basic Office Supplies, Copier

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Our Benefits:

Medical, Dental, Vision Insurance Plans

401K Plan

Health Flexible Savings Account

Life and ADD, 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.

Other details

Job FamilyEngineering

Job FunctionNOC

Pay TypeHourly

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Greenville, SC, USA

United States