CenturyLink Operations Technician 3 in Linthicum, Maryland
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
The Operations Technician 3 provides support to the CenturyLink Dedicated Network Operations Center (DNOC), providing subject matter expertise and advanced level technical support to the DNOC and mentor less experienced team members. This position interfaces with internal CenturyLink departments, outside vendors, carriers, and end user customers on issues such as implementations, activations and site acceptances as well as routine complex troubleshooting.
This position is primarily a dayshift position (Monday- Friday, 7:00 AM - 3:30 PM) but hours may vary based on business needs. The DNOC provides 24x7 on-site dedicated support and trouble resolution for the Social Security Administration’s premier MPLS backbone and IP product lines.
Responsible for identifying and resolving customer reported troubles.
Provide advance technical support to include remote trouble diagnostics and correction.
Assist with answering customer calls.
Updates status to SSA through the proper notification channels.
Actively work with local exchange carriers to ensure current services are active and restored within the Service Level Agreements.
Perform network site implementations, acceptances and upgrades as requested by SSA.
Ensure all router configurations are built to comply with Customer Technical Design templates and internal standard requirements.
Keep the project team updated with daily progress reports on any assigned actions.
Isolate network problems on the customer's
Detailed understanding of point to point, private line, and Ethernet circuits.
Utilize CenturyLink and SSA proprietary Network Performance Monitoring tools to monitor events and collecting data about the health of the MPLS network
Solves complex problems by substantial evaluation, analysis and modification or adaptation of advanced techniques.
Assumes accountability as a resource for decisions required across multiple functional segments and works to reduce adverse impacts to service, cost, due dates and inefficiencies.
Provides near term focus of resolution of immediate issues and provides long term or strategic solutions.
Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.
Associates Degree in Engineering or equivalent with at minimum a Network Certification
Ten or more years’ applicable work experience.
Advanced layer 1 troubleshooting for DS0, DS1 and Ethernet circuits, including
Excel at working on complex MPLS issues.
In-depth knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems
Must be able to articulate complex to audiences of varying perception levels
Advanced expertise with IP routing on multiple router platforms
Advanced expertise with PRN networks and routing protocols: BGP, MPLS, MLPPP
Advanced expertise with multiple router platforms with and with Cisco and Juniper and Alcatel-Lucent CLIs.
Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services.
Has ability to understand and isolate physical layer problems
DNS & e-mail problem expertise
Prior experience in a client facing role
Manage and correlate multiple trouble reports.
Communicate with customers and others during real time repair situation.
Detailed understanding of the OSI networking model physical, data link, and network layers.
Remote troubleshooting and testing experience.
The ideal candidate will require minimal direction – guidance relates mostly to overall objectives, critical issues and new concepts.
Recognized SME in one or more multi-functional areas.
Willingness to take on additional responsibilities at every level of a projects execution
Technical leadership is required and recognized by management and peers
Combines leadership and teaching skills across diverse disciplines in order to resolve unique, complex and/or chronic technical problems or issues.
Leads in the selection, analysis & development of standards or processes using systematic problem solving techniques. The development work has impact on organizational direction.
Consistently assigned team leadership responsibilities that produce quality results and creates partnerships with team members, clients, suppliers, etc.
Ability to understand client issues and strategies. Imparts technical knowledge/expertise cross-organizationally to consistently exceed the client/customer needs.
Consistently influences others and effectively interacts with a wide range of people, issues and technical situations. Role models business-like ethical behaviors.
General Work Competencies / Abilities:
A strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).
The ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems and terminals.
The ability to use software/hardware tools to identify and diagnose network status and problems.
Apply excellent customer service skills
The desire to work in a 24x7 call center.
Demonstrated proficiency with trouble ticketing applications.
The ability to work off-hours, be on-call and work holidays as necessary.
Expertise mentoring, training, and coaching other team members
Alternate Location: US-Maryland-Linthicum
Requisition # : 140131
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/
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.
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.