CenturyLink Operations Technician 2 in Littleton, Colorado80120

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.

Job Description: Operations Technician 2

Grade: N13

Type: Non-exempt Management

Position Purpose :

This customer facing position is responsible for providing technical Tier II resolution for customer reported trouble tickets and assistance to other internal CenturyLink organizations. This position interfaces with internal CenturyLink departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations.

Essential Job Functions and Responsibilities:

Essential Job Responsibilities

% of Time Spent

1

Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.

65%

2

Manage internal/external escalations, as required

10%

3

Create trouble tickets which summarizes customer or other repair issues

10%

4

Provide follow up and closure of assigned trouble tickets

10%

5

Train technicians and participate in ongoing repair process improvement activities

5%

General Work Competencies / Abilities:

  • Comprehensive customer service skills

  • Effectively manages customer expectations (status and clear description of activities)

  • Able to work independently, meet deadlines, and multitask

  • Ability to communicate effectively to peers and higher levels of management through verbal and written communication

  • Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support

  • Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and CenturyLink field operations (FOPS)

  • Effectively manages customer expectations (status and clear description of activities)

  • Accurate and appropriate trouble ticket documentation/closure in multiple internal systems

  • Provides technical training and guidance to repair center operations technicians.

  • Advanced technical knowledge to affect complex trouble restoration

  • Proven ability to direct problem resolution

  • Performs remote testing and repair activities within CenturyLink network elements

  • Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

  • Ability to lead/coordinate repair activity with participation from vendors, off net carriers (LEC, CLEC, ILEC), field operations, and internal support organizations

  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities

  • Ability to learn in an ‘on-the-job’ training environment

  • Ability to work all shifts in a 7x24x365 environment

Experience/Knowledge:

Ethernet

  • 2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment

  • Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

  • Knowledge of TCP/IP, routing techniques, and IPv4 addressing

  • CLI provisioning or troubleshooting experience with Cisco, Juniper and Alcatel routers

  • Working knowledge of Carrier Ethernet operations

  • Experience with 802.1q, QinQ tagging, MPLS, BGP, and 802.3ad

  • Experience with QoS configuration and troubleshooting a plus

  • Ability to isolate and efficiently correct layer 1 and 2 issues on Ethernet circuits

  • Ability to work with offnet carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues

  • Experience dispatching and working with field operations technicians to resolve physical equipment and cabling issues.

  • Technical call center operations experience.

Transport Services

  • 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment

  • Ability to understand and isolate physical layer problems.

  • Detailed understanding of OCn level services, OC3 –OC192

  • SONET, SDH, and Ethernet over SONET multiplexing and troubleshooting techniques

  • Working knowledge of OTN

  • Knowledge of DWDM and CWDM operation

  • Experience using equipment from the following Vendors: Cisco, Ciena, ONI, Tellabs, Alcatel Lucent, Fujitsu, Infinera, Digital Lightwave and T-Berd testing equipment

  • Remote provisioning and troubleshooting experience

  • Comprehensive communications skills working with multiple customers, organizations and different layers of management

  • Experience dispatching and working with field operations technicians to resolve physical equipment and cabling issues.

  • Ability to use PM data for effective trouble shooting and fault isolation

  • Effective workload management

  • Working knowledge of RFC2544 and ITU y.1564 testing a plus

.

Alternate Location: US-Colorado-Littleton

Requisition # : 139529

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.