OPERATIONS TECHNICIAN 2
CenturyLink - Arlington, VA

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CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice and wireless services to consumers and businesses across the country and advanced entertainment services under the CenturyLink™ Prism™ TV and DIRECTV brands. In addition, the company provides data, voice and managed services to business, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink also is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink’s customers range from Fortune 500 companies in some of the country’s largest cities to families living in rural America. Headquartered in Monroe, LA., CenturyLink is a S&P500 company and is included among the Fortune 500 list of America’s largest corporations. For more information, visit www.centurylink.com.

Operations Technician 2

Job Description:
  • Responsible for identifying and resolving customer reported trouble.
  • Proactively identifies and resolves ticketed trouble.
  • Answers customer calls during overflow/outage situations.
  • Updates status to our customers on an hourly basis.
  • Works with local and international exchange carriers to resolve trouble.
  • Using Intas, and CLI access this position will isolate problems on the customer's DS0, DS1 and DS3 circuits on the IP platform, VPN and IP Networks.
  • Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and ethernet
  • Solves complex problems by substantial evaluation, analysis and modification or adaptation of advanced techniques.
  • Assumes accountability as a resource for decisions required across multiple functional segments. Individual reduces adverse impacts to service, cost, due dates and identifies inefficiencies. Provides near term focus of resolution of immediate issues. In addition, provides long term or strategic solutions.
  • Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.

Basic Requirements:

· Associates Degree in Engineering, Electronics, Software or Networks or related technical/vocational certification.

· Five or more years applicable work experience or equivalent combination of education and experience. ·

· Ability to understand client issues and strategies. · Effectively interacts with a wide range of people, issues and technical situations. Role models business-like ethical behaviors.

· Associates Degree in Engineering, Electronics, Software or Networks or related technical/vocational certification.

· Five or more years applicable work experience.

Knowledge Required:
  • Advanced layer 1 troubleshooting for DS0 and DS1 circuits, including Titan and Alcatel DCCS experience.
  • Excel at working on complex IP issues.
  • In-depth knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems
  • Advanced expertise with IP routing on multiple router platforms
  • Advanced expertise with PRN networks and routing protocols: BGP, MPLS, MLPPP
  • Advanced expertise with multiple router platforms with and with Cisco and Juniper and Alcatel-Lucent CLIs.
  • DNS & e-mail problem expertise
  • Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.
  • Detailed understanding of the OSI networking model physical, data link, and network layers.
  • Remote troubleshooting and testing experience.

General Work Competencies / Abilities:
  • Strong technical skill level working on complex assignments within the network systems (installation and/or maintenance).
  • Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems and terminals.
  • Ability to use software/hardware tools to identify and diagnose network status and problems.
  • Experience conducting installation and maintenance on complex network monitoring equipment.
  • Ability to resolve complex trouble tickets.
  • Apply excellent customer service skills
  • The desire to work in a complex 24x7 call center.
  • Demonstrated proficiency with trouble ticketing application as well as other internal tools
  • The ability to work off hours/on call and during holidays
  • Expertise Mentoring/Training/Coaching team members

Company Statement
CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast. Our combination of business and residential service solutions – including home and wireless voice solutions and digital television – provide innovative solutions to our customers. CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world. CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

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.

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CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services...