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Job Details

Customer Service Tech I/II

Company name
Windstream Communications.

Location
Shepherdsville, KY

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Customer Service Tech I/II','18002052','!*!The Customer Service Technician I/II is a maintenance position responsible for preventative maintenance, troubleshooting and repair of the HFC plant including Fiber Optic, express and distribution network cables. This position performs routine maintenance, repairs on all types of network cabling (including, but not limited to, CATV trunk and distribution systems) as well as activation and proofing new line extensions, while providing technical support and mentoring Technicians regarding service-related issues. Additionally performs various Field Technician work assignments, which may include system troubleshooting.Responsibilities: 1. Assumes full responsibility for troubleshooting and maintenance of the entire HFC network, including Fiber Optic Cable, Fiber Nodes, forward and return amplifiers, coax cable, couplers, splitters, and taps. Also assisting in trouble shooting Escalated Customer premise issues up to the house box/MDU.o Performs system sweep of forward and return path ensuring optimized RF levels, troubleshoots, sets-up and changes out trunk amplifiers, calculates signal level losses in cable and equipment for trunk and distribution lines.o Maintains Plant condition in relation to repairing broken lashing wire, damaged pedestals, tree trimming helping to ensure optimal network performance with helping to maintain NESC compliance and public safety.o Keeps records and renders reports relative to system operations as required.o Uses OTDR, TDR, Spectrum Analyzer, SLM, Digital Test Equipment, Stealth Sweep Receiver and Cable Fault Locator throughout the scope of duties. Occasionally uses waveform monitor and frequency counter when testing / proofing Headend performance.o Participates in emergency fiber restorations, including fiber preparation, fusion splicing and planning permanent repairs.o Conducts system tests such as: carrier/noise, hum modulation, 24 hour tests, forward and return sweep, ingress mitigation, and basic knowledge of fiber transmitter and receiver operation in relation to Digital QAM signals. Performs all FCC mandated Proof of Performance tests.o Reads and understands system design maps. Completes basic system designs and communicates changes required to system maps to ensure accuracy of data. Additionally responsible for monitoring and repairing CLI leaks within assigned maintenance area/entire plant to reduce customer impacting ingress/egress and maintain greater than 98% on annual CLI flyover.o May be required to participate in early morning hour cutover projects to lessen the customer impacting service interruptions during peak hours.o Collaborate and communicate with other departments working in the trouble ticketing system and managing escalation tickets within specified SLA to ensure customer satisfaction. Works closely with various technical, sales, and engineering teams. Guide and mentor teammates in Business Services and cross departmentally.o Keep accurate records and renders reports relative to system operations on or before deadlines.2. Performs routine maintenance on power supplies: including testing, changing out batteries when needed and bi-annual physical inspection and cleaning of the cabinet and power supply modules.3. Performs customary CATV aerial and underground construction, including installation of U.G. cable, vaults, pedestals or equipment used to house CATV equipment. Locates existing U.G. cable, identifies bad cable with use of a TDR or fault locator. Performs aerial construction including make-ready, pulling and lashing cables, placing all passive and active devices found in trunk and distribution. Sets up Amplifiers and Line Extenders, including calculating pads and equalizers as required, using a field strength meter. Assists with fiber construction and initial forward fiber optic receiver and return fiber optic transmitter splicing and setup.4. Perform System Standby duties in the On Call rotation. During this 7 day period the tech must be available 24 hours a day to respond to system outages and or degradation of service issues in the plant.','!*!Minimum Requirements for I:Associate Degree in a technical discipline and 2-3 years technical/telephony experience with 2 years directly related to the job; or 5 years of directly related telephony experience or an equivalent combination of education and directly related telephony experience required.Minimum Requirements for II:Associate Degree in a technical discipline and 3-4 years technical/telephony experience with 2 years directly related to the job; or 5 years of directly related telephony experience, or an equivalent combination of education and directly related telephony experience.','US-Kentucky-Shepherdsville','','229 Lees Valley Rd',' ','Shepherdsville','40165','Field Operations','Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to','Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to','race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.','Customer Service Tech I/II

Company info

Windstream Communications.
Website : http://www.windstream.com

Company Profile
Windstream Corp. (Nasdaq: WIN) is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas. Windstream has more than $6 billion in annual revenues and is listed on the S&P 500 index. The company's corporate headquarters is in Little Rock, Ark. Windstream Holdings, Inc. provides communications and technology solutions in the United States. The company offers managed services and cloud computing services to businesses, as well as broadband, voice, and video services to consumers primarily in rural markets. Its primary business service offerings include integrated voice and data services, multi-site networking, data center services, managed services, high-speed Internet, voice services, and carrier services.

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