Business Service Delivery & Operations - Littleton, CO

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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

The Operations Technician 2 position provides operational support in specified areas. The VoIP Center of Excellence provides customer support in numerous areas ensuring a single support location for the total VoIP solution. The position is responsible for providing Operational Support in a defined role within the Network Reliability Operations Center VoIP Center of Excellence. This position will ensure there is a complete support model for our VoIP customers ensuring a level of service that meets or exceeds service levels.

This position interfaces with the VoIP Center of Excellence and NROC employees, CenturyLink Operations and Sales 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:
  • Associate’s degree plus 5 – 7 years of experience or equivalent combination of education and experience.

Mandatory Qualifications:

· Previous experience with troubleshooting IP Telephony

· Knowledge of IP protocols: TCP/IP, SIP, RTP, Codecs (G.711, G.729)

· Working knowledge of TCP/IP enhancements such as multi-cast, QOS techniques, bandwidth and path reservation techniques

· technical ability to capture, decode and read packet traces via wireshark as well as other detailed data (CDR) analysis

· Demonstrated ability to identify/isolate/solve VoIP issues including echo, call quality, call drops over an IP infrastructure

· Working knowledge of the configuration and maintenance of routers, hubs, firewalls, bridges, and switches

· Strong teamwork skills and a systems approach to technology support.

· High level of verbal and written communications required for productive

customer interaction in stressful situations.

· Discipline to follow through until the root problem is corrected to prevent recurring issues

Desired Qualifications:

· Previous experience configuring or working with Media Gateways, Hosted PBX, Softswitch and Session Border Controllers

· Previous experience with some of the following: Broadsoft, Sonus, Metaswitch and Acme Packet

· Broadsoft BroadWorks suite of application servers (AS, NS, MS, EWS)

· In depth knowledge of TCP/IP

· Working knowledge of TCP/IP enhancements such as multi-cast, QOS techniques, bandwidth and path reservation techniques

· Infrastructure experience and certifications preferred: CCNA preferred, understanding of call scripts, SIP trunking, packet capture, NAT, and firewalls (Cisco, Adtran, Juniper)

· Working knowledge of the configuration and maintenance of routers, hubs, firewalls, bridges, and switches (Cisco, Adtran, Juniper)

· Previous experience troubleshooting router, switch and IP phone configuration issues.

· Experience with TCP/IP platforms involving dynamic routing protocols like EIGRP, OSPF, MPLS and BGP and their related control protocols

· Good understanding of PSTN and SS7 Signaling a plus

· Working knowledge of n911 (411, 711, 811, 911), OS, DA

· Call center background, including excellent reporting skills.

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 Qwest 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 Qwest network elements

· Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles

· Ability to lead/coordinate repair activity with participation from vendors, off net carriers (LEC, CLEC, ILEC), field operations, and internal support organizations

· 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

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.

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.