CenturyLink Operations Technician in BASINGSTOKE, United Kingdom
CenturyLink at http://www.centurylink.com/ (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 providing customer facing support for issues disrupting their use of CenturyLink services, including proactive alarm management/surveillance, network analysis, routine maintenance, health checks, and major incident/crisis management.
Role is expected to ensure prevention of issues from occurring and resolving issues quickly when they occur.
Being the customer’s technical advocate and striving to provide a positive customer experience irrespective of expertise, history, or workload.
Collaborating within team and across teams (Specifically Service Desk, Tier III, and eTSC) without preconception or assumption, striving only to serve the customer and their team.
Managing workload and collaborating with their peers on opportunity to assist.
Where directed, responding to alarms on all products in a timely manner, raising tickets as appropriate.
Seeking opportunity to improve the customer experience and reduce customer effort both on a case by case and wider perspective.
Continual personal development – technicians are responsible for ensuring their skillsets are updated and adapted in line with technological and industry trends.
Expected to develop an enhanced capability in a broad range of the key products and services, as well as specialising in a small number of key subject areas.
Deputising for management as directed and acting as a lead and focal point within the team.
Experience working on Voice networks within an operational environment; completing 2 nd line level diagnostics across multiple technologies and Vendors.
Requires an advanced understanding of Voice networking with good knowledge Broadsoft SBC, nTwine and Commpilot. Also, an excellent understanding of SIP call flows.
Experience in Siemens ISDX and Ericsson MD110 and AXE10 would be advantageous.
Demonstrative experience in Incident Management and Service Operations environments.
Alternate Location: UK-Hampshire-Basingstoke
Requisition #: 216741
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.
We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know
We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.
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/