OPERATIONS TECHNICIAN III

Job Description

About CenturyLink
CenturyLink (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.

• 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

• Strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).
• Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems and terminals.
• Ability to use software/hardware tools to identify and diagnose network status and problems.
• Experience conducting installation and maintenance on complex network monitoring equipment.
• 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 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.
• Advanced expertise with IP routing on multiple router platforms
• Knowledge of TCP/IP, routing protocols, and IP addressing.
• 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.

Minimum Qualifications:

• Required - Cisco CCNA certifications or equivalent IT technology awareness. Candidate has demonstrated technical helpdesk experience.
• 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.

Alternate Location: US-North Carolina-Wake Forest

Requisition # : 215373

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

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, gender identity, 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.

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.