Operations Technician 3

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CenturyLink
Alcatel, Broadband, Call Center, Change Management, Circuits, Cisco, Consulting, Customer Service, DNS, Ethernet, Excel, Exchange, Genetic, Hardware, HTTP, Management, Networks, Project, Protocols, Routers, Switches, TCP/IP, Technician, Unix, Video, VPN, WAN, Wireless
Full Time
Telecommuting not available Travel not required

Job Description


CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Job Overview:

The Operations Technician 3 provides expertise and advance technical support. The ideal candidate for this position will have experience interfacing with internal and external vendors and customers. This position has direct impact on the resolution of complex trouble situations. This customer facing position is responsible for providing "Superior Service" to customer.

Job Responsibilities:

  • Responsible for identifying and resolving customer reported trouble
  • Provide advance technical support to include remote trouble diagnostics and correction
  • Assist with answering customer calls during overflow/outage situations
  • Updates status to customers on an as required basis
  • Escalation of customer and network trouble to ensure timely resolution
  • Actively work with local exchange carriers and CenturyLink internal Operations Centers to ensure current services are active and restored within the Service Level Agreements
  • Keep the project team updated with daily progress reports on any assigned actions.
  • Using INTAS, and CLI access this position will isolate layer 1 problems on DS0, DS1 and DS3 circuits on the IP platform, VPN and MPLS Network.
  • Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet

Minimum Qualifications:

  • 5 + year of technical customer call center experience.
  • Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7+ years of related work experience.
  • Test knowledge/experience of DS0/DS1 circuits.
  • Knowledge of TCP/IP, routing protocols, and IP addressing.
  • Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.
  • Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services.
  • Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets.
  • Experience with advance commands in Cisco, Juniper, Alcatel and or UNIX commands.
  • Excel at working on complex MPLS issues.
  • DNS & e-mail problem expertise
  • Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones
  • Advanced layer 1 troubleshooting for DS0, DS1, point to point, private line, and Ethernet circuits
  • Has ability to understand and isolate physical layer problems
  • Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
  • Ability to understand and isolate physical layer problems.
  • Familiarity with VOIP, long distance and international dialing and routing.
  • Ability to identify and resolve customer reported trouble.
  • Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.
  • Strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).
  • Ability to use software/hardware tools to identify and diagnose network status and problems.
  • Ability to resolve complex trouble tickets.
  • Apply excellent customer service skills
  • The desire to work in a complex 24x7 call center.
  • Demonstrated proficiency with trouble ticketing application as well as other internal tools
  • The ability to work off hours/on call and during holidays
  • Expertise Mentoring/Training/Coaching team members
  • Previous military experience preferred

Preferred Qualifications:

  • Cisco and Juniper certifications are a plus.


Alternate Location: US-Virginia-Arlington

Requisition # : 128746

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/ -

EEO-Statement

No Discrimination. We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, marital status, family status, pregnancy, or other legally protected status (collectively, -protected statuses-). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.- Job duties and responsibilities are subject to change based on changing business needs and conditions.  

Department: Engineering/IT Jobs


Company Information

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.
Dice Id : 10226217
Position Id : 128746-en_US

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