CenturyLink ETOPS NOC III 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.
Continued growth of our UK business means we have a number of NOC positions available in our Crewe and Basingstoke offices.
This position will provide dedicated or semi-dedicated operational support to a specific Managed Service customer’s network. Will be responsible for assuring proactive alarm management, network analysis, routine maintenance, health checks, and crisis management, as well as being an escalation point for the Service Desk, Customer, and Service Managers.
The position includes some queue, workload and team supervision responsibilities, and the role is expected to be a technical focal point and SME within the team for the customer’s network; validating escalations into 3rd level Technical Support, 3rd Party Vendor, and Local Exchange Carriers. Duties also include training other members of the NOC group and associated assurance teams.
Requires understanding of IP networking specifically Cisco, Juniper and Nokia (Alcatel) hardware.
Experience working on Data/IP networks completing 1st/2nd level diagnostics across multiple technologies and Vendors preferred.
Job role may involve participation in a 24x7x365 shift pattern.
Good communication skills with ability to converse technical information to all audiences.
Good organisational skills with ability to work within defined service level agreements and effectively multi-task.
Proactive attitude with an ability to take ownership of issues.
Willingness to help train Service Desk staff on technical, functional and procedural items.
Delivering the agreed scope for their customers in line with the agreed documentation
Align and complement the BAU operations for ETOPS customers
Collaborating within the ETOPS team to ensure no gaps in cover
Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective
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 prejudice or assumption, striving only to serve the customer and their team.
Managing workload and collaborating with their peers on opportunity to assist
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 duty management as directed.
Alternate Location: UK-Crewe-Crewe; UK-Hampshire-Basingstoke
Requisition #: 207063
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/