Kinetic Business Network Analyst II

Kinetic provides high-speed broadband Internet, phone service, and Digital TV packages to residential customers as well as products and services for small, medium, and large businesses, and government agencies. www.GoKinetic.com

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About the Role:
The Kinetic Business Network Repair Analyst II, 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, VolP, 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?

• Expert knowledge of the OSI model
• Advanced experience with troubleshooting and testing at layer one using remote testing tools
• High proficiency with trouble ticketing and inventory systems, such as Remedy and MetaSolve (MSS)
• Ability to read and comprehend Circuit Layout Records (CLR) and Design Layout Records (DLR)
• Strong troubleshooting skills with managed equipment such as routers and channel banks
• Capability to conduct webinar and/or classroom training on new and existing troubleshooting technologies
• Keen sense to identify technical inabilities in lower-level techs and create targeted training to assist in elevating skillset
• Ability to communicate effectively, respectfully and professionally through written and verbal means
• Capability of understanding and adhering to department/organization/company policies
• Consistent ability to demonstrate independent, sound decision making skills
• Openness to coaching and development as well as providing coaching to lower-level technicians
• Ease with adapting to change quickly
• Willingness to learn new methods, procedures, or techniques
• Ability to shift strategy or approach based on the demands of the work
• Desire to make changes work rather than identifying why change will not work

Even Better:

• Expert level understanding of telecom switching topology and network architectures, and Outside Plant Layout (OSP)
• Highly proficient and knowledgeable of voice switches and edge routers with regards to troubleshooting, specifically, Lucent 5eSS, Nortel DMS, Genband G9, as well as Cisco and Juniper edge and Adtran customer premise equipment (CPE) routers

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 $51,400 - $65,600.

Physical Tasks- Sitting and Stationary: 67-100% | Carrying: Occasionally: 0-33% | Lifting-Lowering >1-15 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100%| Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance: Computer, Printer, Telephone, Basic Office Supplies

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Our Benefits:

• Medical, Dental, Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. At Uniti, 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: 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 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. Any misrepresentation during the application or interview process may result in denial of employment, withdrawal of offer, or termination.