CenturyLink Operations Technician 3 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.
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
Requires an advanced understanding of IP networking specifically Cisco and where possible Nokia/Alcatel and Juniper demonstrated via certification and operational experience.
Experience working on Data/IP networks within an operational environment; completing 2nd level diagnostics across multiple technologies and Vendors.
Demonstrative experience in Incident Management and Service Operations environments.
Associates or Equivalent
Alternate Location: UK-Hampshire-Basingstoke
Requisition #: 194442
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.
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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/