Network Analyst II
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About The Position
The Network Analyst II position at WindStream Communications is a critical role within the Kinetic Broadband network, focusing on break-fix support. This mid-shift position requires a comprehensive understanding of network services, including the ability to repair and provision various technologies. The successful candidate will be responsible for managing multiple tasks simultaneously, assisting field technicians with break-fix activities, and performing maintenance work as necessary. This role is essential in ensuring that Kinetic remains a leading internet service provider, helping customers to 'Internet better™' every day. In this role, you will monitor and resolve customer-impacting events on the Kinetic network through Salesforce ticketing and direct phone interactions with Local Operations. You will support and coordinate outage and break-fix events to resolution, which includes opening a bridge, coordinating restoration efforts with Local Operations, updating relevant tickets, and confirming the impact with NOC verticals. Additionally, you will manage and maintain the Access NOC ticket queue, define and analyze current gaps in service, and recommend solutions to improve overall network performance. The position also involves establishing training and job aid documentation to enhance workflow and educate users, ensuring that all team members are equipped with the necessary knowledge to perform their roles effectively. This is a dynamic position that requires a proactive approach to problem-solving and a commitment to maintaining high service standards for Kinetic's customers.
