Operations Technician 3

Lead a team of Network Operations technicians providing technical support, direction, and development of technical skills. Facilitate achievement of customer, team and individual goals. Promote active employee participation, teamwork and development. Foster positive work environment through role modeling and respect. Communicates and models the CenturyLink vision and culture. Possesses advanced technical knowledge of transport technologies, Ethernet technologies, IP and routing protocols. Candidate must possess the ability to communicate problem solving resolution to technical community, customer, and management. Position will require candidate to have flexibility and focus on the needs of the business.

Essential Job Functions and Responsibilities:

Act as 2nd level escalation contact (may act higher if situation permits)

Coordinate escalations with off-net providers and internal organizations as needed

Assist the technicians (escalation support, technical SME, on the job training, etc.)

Develop and update internal processes and procedures

Be the POC on shift for new technology deployments

Represent management in meetings when required

Assist with workload management and ensure the necessary work is being performed on shift

Assist management with our internal Quality Control program. Provide constructive feedback to technicians with regards to proper process and techniques when performing their job.

General Work Competencies / Abilities:

Apply excellent customer service skills

Understand and apply technical theories in real life situations. Understand the technical behavior in the network and implement the proper troubleshooting techniques

Demonstrate high level proficiency in the use of network equipment

Demonstrate a high level of problem solving

Communicate with others in a clear and concise manner. Ability to explain a complex problem in layman's terms to assist in the understanding

Communicate through verbal and written communication with all levels of management

Take responsibility and make self accountable

Work independently and in a team environment with little guidance

Make sound fact based decisions using all information

Demonstrate proficiency with trouble ticketing application as well as other internal tools

Basic Qualifications:

Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience

Detailed test and analysis procedures for DS1 and OCn level services

Proven ability to work in unison with staff, management and senior management

Able to resolve complex customer/network problems

Advanced techniques used to trouble shoot network problems

Able to work with LEC and/or vendor to resolve trouble issue

Technical call center operations

Experienced user of the MS Office application suite

Preferred Job Qualifications:

For this position we are seeking an applicant with the following background:

Advanced knowledge/experience working on complex installation and troubleshooting

Advanced Test knowledge of DS1 and OCn circuits

Nortel, Cisco 15454, Ciena Corestream, Ciena ULH, Fujitsu, Lucent, SONET, CWDM, DWDM

Bachelor degree in a related field or equivalent work experience (Typically 5 years of relevant experience.)

Minimum 5 years experience in a customer repair/help desk environment

Previous Lead experience Work Environment:

Requires varying tours and hours including possible mandatory overtime and holidays

Requires weekend on-call rotation schedule

Must perform work with minimal supervision

Must be able to prioritize multiple projects and perform under pressure

Must negotiate timeframes for completion and meet critical deadlines

Must be willing and able to work with other coworkers to complete job assignments

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. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf 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.