Job Details

Posted Thursday, July 3, 2025 at 5:00 AM

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.

• 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.
• 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 Network Analyst I, performs complex technical trouble shooting, isolation and repair of business customer impacting service troubles (out of service and degraded service). Duties will include acting as a Kinetic Business customer advocate in support of TDM Voice, VoIP, IP, and transport services.

What You'll Do:

• Utilize and multitask between multiple systems to verify customer services and perform in depth trouble isolation and repair
• Maintain workload via a trouble ticket queue, detailing each ticket with notes of steps taken, test results and resolution data
• Perform customer advocate duties while maintaining a positive and professional manner, during high stress situations
• Advocate for the customer by working cooperatively with carriers and vendors, both internal and external, escalating issues as needed
• Provide excellent customer service by communicating progress and resolution to customers on a regular basis, via inbound and outbound phone calls, and/or email, for each ticket
• Contribute to realizing departmental company net promoter score goals (NPS) and mean time to repair objectives (MTTR)
• Perform other duties as deemed necessary by management

Do You Have?

• High proficiency with trouble ticketing and inventory systems, such as Remedy and MetaSolv (MSS)
• Ability to conduct webinars and/or classroom training on new and existing troubleshooting technologies
• Keen sense to identify technical inabilities in lower level techs, and created targeted training to assist in elevating skillset
• Ability to communicate effectively, respectfully and professionally through written and verbal means
• Understanding and adherence to department/organization/company policies
• Independent, sound decision making skills
• Openness to coaching and development as well as providing coaching to lower level technicians
• Adapts to change quickly and easily
• Willingness to learn new methods, procedures, or techniques
• Ability to shift strategy or approach based on the demands of work
• Looks for ways to make changes work rather than identifying why change will not work
• Ability to work the C- shift hours from are 8:00 pm ET to 7:00 am ET (10hr shifts) on a four day per week rotating schedule

Even Better:

• Expert level understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)
• Expert level understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)
• Expert knowledge of the OSI model
• High proficiency in the reading and comprehension of Circuit Layout Records (CLR) and Design Layout Records (DLR)

Minimum Qualifications:

Associate's 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.

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• 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

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, marital status, creed, citizenship status, or any other status protected by law, and to give full consideration to qualified disabled individuals and protected veterans.

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 ...@windstream.com as soon as possible for information on Windstream's foreign personnel disclosure and approval requirements.

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