CenturyLink Operations Technician 2 in Littleton, Colorado

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

There is an opening for Operations Technician II IP Network Operations Center Surveillance team. The IPNOC provides support and trouble resolution on the CenturyLink Backbone network. The Operations Technician II IP Surveillance position is responsible for monitoring the CenturyLink IP Core networks for trouble events using multiple network monitoring tools, receiving client trouble reports via email and phone, and creating trouble tickets and dispatch tickets to resolve or escalate trouble tickets. This position will work closely with other CenturyLink organizations towards the resolution of service impacting network events. This role will expand to include the surveillance of all CenturyLink network technologies. This position has direct impact on the resolution of complex trouble situations.

Knowledge

  • Conducting complex network monitoring of internal network circuits and network performance.

  • Strong understanding of the OSI Networking model, especially physical, data link, and network layers.

  • High level physical layer troubleshooting on circuits.

  • Experience working on complex IP issues.

  • Knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems.

  • A high degree of knowledge with IP routing on multiple router platforms.

  • A high level knowledge of IP networking and routing protocols: BGP, MPLS, IS-IS, OSPF.

  • Experience with multiple router platforms including operating from command line interface.

  • Manage and correlate multiple trouble reports.

  • Communicate with customers and other company teams in a repair situation.

  • Remote troubleshooting and testing experience.

Qualifications

  • Apply excellent customer service skills.

  • The desire to work in a complex and fast-paced 24x7 network surveillance center.

  • Demonstrated proficiency with trouble ticketing applications as well as other internal tools.

  • Demonstrated proficiency with network monitoring tools.

  • Answer inbound calls and/or redirect calls to proper CenturyLink organization if required.

  • Create trouble ticket which summarizes reported trouble.

  • Documentation of all activities per defined procedures.

  • The ability to understand and communicate using technical concepts, practices and terminology.

  • Initiate internal escalations and provide follow up.

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

  • Ability to work independently with minimal supervision.

  • 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 any shift in a 7x24x365 environment.

Alternate Location: US-Colorado-Littleton

Requisition # : 201107

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.