WindStream Communications Sr Network Analyst-NOC - Mitel Technician in Phoenix, Arizona
/This position can be filled remotely anywhere within the company footprint./
General Summary: This Operational Day2 Support Position is responsible for supporting Mitel UCaaS cloud Solution and work with the implementation teams to support, test, and verify release new feature changes to the Customer Mitel Infrastructure. In addition, the support position would be interfacing with customers, partners, and internal Windstream support teams.
Job Responsibilities: * Follow customer service and ticket handling guidelines to ensure required response time criterion are met * Monitor service request queues and work the requests within them to resolution * Navigate a variety of remote access servers and systems to provide basic troubleshooting of MAC and repair issues throughout enterprise-level communication infrastructures * Perform troubleshooting of endpoints, peripheral devices and additional customer premise equipment that relate to the voice network infrastructure * Provide technical support to customers and onsite technicians through a central support desk * Ensure the timely restoration of voice CPE service failures is reached through best practices and problem assessment * Work with appropriate internal and external groups to resolve reported troubles * Escalate complex issues that require an advanced level of skill set both internally and externally * Administer end user training as required * Interact with and provide timely status updates to: Clients, Technicians, Dispatchers, Customer Agents, Account Executives, Project Managers, Engineers and Analysts * Maintain an accurate and timely status/history of the service event through status updates and task debrief in the company’s ticketing system Preferred Skills: * CCNA, Mitel Core Certifications (vMBG/vMCD/vMAS) preferred * Additional Certifications with Mitel Contact Center and IVR/Call Recording * Experience with Mitel’s full collaboration Suite including MiCollab Desktop/Mobility and AWS * Minimum of 3-5 years of experience in Mitel server configurations, product support, systems integration and supporting product solutions * Support converged networks, IP networking/telephony, security solutions, and virtual environment are required * Hands-on experience configuring Mitel Systems: MiVB, Oria, MiCollab, MBG, and MSL * A current understanding of the methods and practices associated with the product development life cycle and product qualification testing * Demonstrated interpersonal and strong communication skills with emphasis on the capability to work with customers * Demonstrated ability to work alone or with a group with limited supervision
*Minimum Requirements: *
Associate Degree in a technical discipline and 4-6 years technical/telephony experience with 6 years directly related to the job; or 9 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.
Primary Location: *US-Arizona-Phoenix
Job Category: Engineering
Requisition ID: 18004083
Other Locations: United States
Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.