CenturyLink Operations Technician 2 in Basingstoke, United Kingdom

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 Summary

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.

Grade N13.

Job Description

Primary responder to alarms on all products in a timely manner, raising tickets as appropriate.

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

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 entry level capability in a broad range of the key products and services

Qualifications

Requires a basic aptitude of IT/computer networking fundamentals or a demonstrative troubleshooting mindset.

Applicable education or industry recognised qualification in IT/computing/networking.

Should have a basic knowledge of one or more of the following:

Local area networking

Wide area network

xDSL/Broadband/Cable

Ethernet

Computer networking

Demonstrative experience in Incident Management and Service Operations environments is desirable, and/or experience in a Service Desk.

Education

Associates or Equivalent

Alternate Location: UK-Hampshire-Basingstoke

Requisition #: 196412

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/