Network Operations - 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 an S&P 500 company and is included among the Fortune 500 list of America's largest corporations. For more information, visit www.centurylink.com .

Position Purpose :
This Technical Tier II position is responsible for providing resolution for customer reported trouble tickets where off net carriers are involved. This position interfaces with internal CenturyLink departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations.

Essential Job Functions and Responsibilities
Analyze, sectionalize, isolate, and resolve trouble situations. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.
Manage internal/external escalations, as required
Create trouble tickets which summarizes customer or other repair issues
Provide follow up and closure of assigned trouble tickets
Train technicians and participate in ongoing repair process improvement activities

Basic Qualifications:
Requires Associate’s degree plus 5 years relevant experience or equivalent combination of education and experience.

Voice Services

2+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment
Knowledge of VoIP architecture and IP routing.
Test knowledge of DS0/DS1 circuits
Experience with ISDN circuits and troubleshooting practices to include common ISDN troubles
Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
Ability to understand and isolate physical layer problems.
Knowledge of TCP/IP, routing protocols, and IP addressing
Experience with basic commands in Cisco and Juniper routers and/or UNIX commands
Ability to work with offnet carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues
Technical call center operations experience

Transport Services

2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment
Detailed understanding of DS0 – OCn level services – analog and digital services
Nortel, Cisco 15454, Tellabs, Alcatel, Tadiran, Fujitsu,
Remote provisioning and troubleshooting experience
Comprehensive communications skills working with multiple customers, organizations and different layers of management
Basic knowledge of switch (DMS 250/500) translations
Knowledge of TL1 commands
Ability to use PM data for effective trouble shooting and fault isolation

General Work Competencies / Abilities:
Comprehensive customer service skills
Effectively manages customer expectations (status and clear description of activities)
Able to work independently, meet deadlines, and multitask
Ability to communicate effectively to peers and higher levels of management through verbal and written communication
Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support
Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and CenturyLink field operations (FOPS)
Effectively manages customer expectations (status and clear description of activities)
Accurate and appropriate trouble ticket documentation/closure in multiple internal systems
Provides technical training and guidance to repair center operations technicians.
Advanced technical knowledge to affect complex trouble restoration
Proven ability to direct problem resolution
Performs remote testing and repair activities within CenturyLink network elements
Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles
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 all shifts in a 7x24x365 environment
MS Office application suite

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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