Network Analyst I

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. ***This position can be filled remotely anywhere within the country.***

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 8:00 pm ET to 7:00 am ET (10hr shifts) for eight days straight from Wednesday night to Wednesday night with the next six days off (subject to change based on the needs of the business)

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 Requirements:

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.

The compensation range for this position is from $42,900 - $54,700.

Notice to Non-U.S. Citizens:Uniti, 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 Uniti with the personal identifying information required to obtain the necessary approval prior to accessing certain systems and/or Uniti's network. If you are not a U.S. citizen, please notify your recruiter or email CORP.HRlegal@uniti.com as soon as possible for information on Uniti's foreign personnel disclosure and approval requirements.

Notice to Applicants: Depending on the position and its job functions, offers of employment may be contingent upon successful completion of certain pre-employment screenings, including but not limited to criminal background check, drug-screen, motor vehicle records check, or other pre-employment screening. All such screenings will be conducted by an external third-party with the Candidate's written consent and in accordance with federal and state law. Refusal to authorize or submit to a required pre-employment screening may disqualify the candidate from employment. A prior criminal record will NOT automatically disqualify a candidate but will be evaluated on a case-by-case basis considering a number of factors, including but not limited to the nature and specific duties of the position. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.