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Operations Technician 2
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | saint paul, Minnesota |
About this job
OPERATIONS TECHNICIAN II
Work Group: National Network Services
CenturyLink Inc. (NYSE: CTL) is a leading provider of voice, video, and data services. The company's employees are committed to providing world class services that exceed customers' expectations for quality, value and reliability. Customer satisfaction and winning customer's continued business and loyalty is what helps make our company what it is today.
Classification: Regular Full-Time
There is an opening for Operations Technician II in the Internet Protocol Network Operations Center (IP NOC): The IP NOC provides customer support and trouble resolution on CenturyLink Dedicated Internet Access, VPN and IP products. The Operations Technician II position is responsible for providing high level help and technical support to CenturyLink customers. 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.
Minimum Qualifications:
3+ year of technical customer call center experience.
Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5+ years of related work experience.
Cisco and Juniper certifications are a plus.
Knowledge:
High level physical layer troubleshooting for DS0 and DS1 circuits, including Titan and Alcatel DCCS experience.
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 PRN networks and routing protocols: BGP, MPLS, MLPPP.
Experience with multiple router platforms including Cisco, Juniper and Alcatel-Lucent CLI's.
Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.
Experience with diagnosing and resolving DNS & e-mail problems.
Detailed understanding of the OSI networking model physical, data link, and network layers.
Remote troubleshooting and testing experience.
General Work Competencies / Abilities:
Apply excellent customer service skills.
The desire to work in a complex and fast-paced 24x7 call center.
Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
The ability to work off hours/on call and during holidays.
Experience Mentoring/Training/Coaching less experienced employees.
Answer inbound calls and/or redirect calls to proper CenturyLink organization if required.
Create trouble ticket which summarizes customer reported trouble.
Initiate internal escalations on customer's behalf and provide follow up.
Effectively manages customer 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 all shifts in a 7x24x365 environment.
EEO Statement No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
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.
Work Group: National Network Services
CenturyLink Inc. (NYSE: CTL) is a leading provider of voice, video, and data services. The company's employees are committed to providing world class services that exceed customers' expectations for quality, value and reliability. Customer satisfaction and winning customer's continued business and loyalty is what helps make our company what it is today.
Classification: Regular Full-Time
There is an opening for Operations Technician II in the Internet Protocol Network Operations Center (IP NOC): The IP NOC provides customer support and trouble resolution on CenturyLink Dedicated Internet Access, VPN and IP products. The Operations Technician II position is responsible for providing high level help and technical support to CenturyLink customers. 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.
Minimum Qualifications:
3+ year of technical customer call center experience.
Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5+ years of related work experience.
Cisco and Juniper certifications are a plus.
Knowledge:
High level physical layer troubleshooting for DS0 and DS1 circuits, including Titan and Alcatel DCCS experience.
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 PRN networks and routing protocols: BGP, MPLS, MLPPP.
Experience with multiple router platforms including Cisco, Juniper and Alcatel-Lucent CLI's.
Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation.
Experience with diagnosing and resolving DNS & e-mail problems.
Detailed understanding of the OSI networking model physical, data link, and network layers.
Remote troubleshooting and testing experience.
General Work Competencies / Abilities:
Apply excellent customer service skills.
The desire to work in a complex and fast-paced 24x7 call center.
Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
The ability to work off hours/on call and during holidays.
Experience Mentoring/Training/Coaching less experienced employees.
Answer inbound calls and/or redirect calls to proper CenturyLink organization if required.
Create trouble ticket which summarizes customer reported trouble.
Initiate internal escalations on customer's behalf and provide follow up.
Effectively manages customer 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 all shifts in a 7x24x365 environment.
EEO Statement No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
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.
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