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Data Center Tier I Tech (Weekend Night Shift)

Job Description

Open Date

Location

Job Title

Requisition

Category

02/11/2013

Raleigh, NC

Data Center Tier I Tech (Weekend

Night Shift)

271957

Information Technology

Additional Locations:
North Carolina
Join our team and take your career to the next level. Windstream is a communications and technology solutions provider with
operations in 48 states and the District of Columbia, generating about $6 billion in annual revenues. We provide IP-based voice and
data services, MPLS networking, data center and managed hosting services and communication systems to businesses and
government agencies. Windstream also delivers broadband, digital phone and high-definition TV services to residential customers
primarily in rural areas and we operate a local and long-haul fiber optic network spanning 100,000 route miles.
***WEEKEND NIGHT SHIFT***
The Tier 1 Support Technician is charged with providing Tier 1 level customer technical assistance and account support at the
24x7x365 Central Network Operations Center. Responsibilities include customer support, initial troubleshooting, incident escalation,
managing the ticket life cycle, and owning internal and external customer communication.
Job Accountability/Responsibility:
Work with the ticketing system, be the customer liaison for Tier 2, and be the main contact for the customer throughout the ticket
cycle.
Working with a team in a NOC environment ensuring SLAs are met in response to events and customer requests.
Conduct customer follow up to ensure customer support requests have been completed to the customers satisfaction.
Communicate and coordinate with third party Support and Network Operations Centers.
Respond to events generated by monitoring systems, perform trouble analysis, and perform level one troubleshooting.
Requirements:
Knowledge/Skill Requirements:
High school diploma or equivalent
In process of obtaining a Technical degree, 2-year college degree preferred, or equivalent work experience may substitute for
degree
1 year related work experience preferred or technical training equivalent
Successfully complete internal training certification programs with within designated timeframes
Must possess strong customer service attitude and interpersonal skills
Must be reliable and punctual critical that this position is covered at all scheduled times
Must be available to work all shifts if coverage gaps arise
Proven ability to work effectively and cooperatively with others as well as independently
Demonstrated flexibility, organization, and self-motivation
A general understanding of TCP/IP principles, DNS, user level experience with at least one Operating System and general
computer system hardware setup and troubleshooting skills
Maintain professional communications with clients at all time
Able to multitask while effectively responding to critical severity situations
Detail oriented with excellent written and verbal communication
Demonstrates Hosted Solutions values

2/20/2013 6:10 PM

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Preferred Knowledge/Skill Requirements:

Network Operations Center Experience
Help desk experience
Support of systems with strict SLA requirements
Must be able to type 45WPM
Hands-on Personal Computer experience
Network administration/Systems Administration
Technical account management
Industry Certifications
Must be able to type 45 WPM
Reports to: Tier I Supervisor
Locations: Raleigh, NC
Educational Assistance
Tuition Reimbursement
Professional Dues Reimbursement
Career Development and Training
Paid Time Off
Vacation
Holidays
Health Insurance
Medical and Dental Insurance Options
Prescription Drug Plan and Vision Coverage
Pre-Tax Flexible Spending Accounts
Retirement Plans
401(k) Plan With Employer Match

Experience the benefits of a growing company

For all that you put into your job, you deserve the best in return. From a friendly, team-based environment to progressive salaries
and health plans, our benefits work hard for you. See for yourself.
Employment at Windstream is subject to post offer, pre-employment drug testing. EOE/AAP Employer.

There is no relocation package offered for this position.

We offer competitive salaries, a comprehensive benefits package, and opportunities to grow your career within an
excellent working environment.
WINDSTREAM IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER

2/20/2013 6:10 PM