Operations Technician 3

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.

Job Functions:

Act as VoIP communication technical leader for the network operations center team and as a SME (Subject Matter Expert) on communication, network and customer related issues Advance troubleshooting of VoIP networks, VoIP equipment, UCCX, Voice Gateways, telepresence, CUCM and Hosted Collaboration CUCDM. Track major service outages and other service affecting voice activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Perform ticket management function on VoIP network outages as required. Perform advance move, add, change, delete in CUCM, CME, Unity, UCCX, HCS CUCDM and etc. Ability to work with multiple customers using different processes for MACD and troubleshooting. Perform advance system configuration and troubleshooting for CUCM, CUCDM, CUC, UCCS, UCCX, Telepresence, Jabber & CER programming, and management isolation of VoIP network outage causes and service restorations. Handle internal/external customer escalations via phone, NTM Remedy tickets, Solarwinds Web Help Desk or email and escalate further any customer-related issues to the appropriate group or manager as necessary. Develop, maintain, and assist with providing initial training for new employees. Develop client's standard operation procedures during on boarding of new clients. Provide technical VoIP communication information or direction for less experienced VoIP employees as assigned. Monitor and response to alarms for multiple customers using different views in Solarwinds Manage ticket workload for VoIP communication team. Analyze current network support processes and update as needed and/or refer priority issues to management. Special projects and other duties as assigned. Update customer and ticket in timely manner doing outages, P1 or P2 tickets. Perform duties as technical VoIP network operation center lead for incoming VoIP clients. Basic Qualifications:

Associate's degree in Information Technology, Telecommunication, Networking, Electronics or related field or the equivalent in training and experience. 8-10 Years related experience in this area or the equivalent. Minimum 4 years of experience in configuring and troubleshooting VoIP communication and VoIP network equipment maintenance, Minimum of 4 years of hands on experience required in the following voice areas: UCCX, Contact Center, Unity, Call Manger, UCDM, H.323, SIP, Telepresence, Jabber, Host Collaboration CUCDM and Voice Gateway. Minimum of 4 years hand on experience in system troubleshooting, including CUCM, CUC, UCCS, Hosted Collaboration CUCDM, UCCX, Jabber, Telepresence, voice gateways & CER programming, and management isolation of network outage causes and service restorations including understanding QOS operational characteristics. Excellent verbal and written communications skills required. Excellent customer service skills Valid CCNA Collaboration or CCNP Voice and working towards a CCNP Collaboration certification. Willingness to attend vendor-specific product training as required. Ability to work all shifts including weekends & holidays in a 7x24x365 environment. Preferred Qualifications:

Bachelor's degree in Information Technology, Telecommunication, Networking Technology or the equivalent in training and experience. Strong customer service orientation. Experience provisioning and troubleshooting Cisco Call Manager, UCCX, Unity, CME, Hosted Collaboration CUCDM and Telepresence. 4 years hand on experience in system configuration and troubleshooting, including CUCM, CUC, UCCS, UCCX, Jabber, Telepresence, voice gateways, Hosted Collaboration CUCDM & CER programming, and management isolation of network outage causes & service restorations including understanding QOS operational characteristics. Experience in voice troubleshooting as a SME (Subject Matter Expert). Experience monitoring the status of system outages and keeping management informed of any changes. CCNP Collaboration or CCNP Voice certification Advance telepresence and jabber troubleshooting experience Advanced knowledge of NTM Remedy and SolarWinds Experience with Cisco and Avaya devices. Experience training employees in a classroom environment. Experience with technical document writing. Experience with use of Microsoft Office Excel & Word. Solarwinds Web Help Desk experience ITIL 2011 certification Req#73509 Alternate Location: US-North Carolina-Wake Forest

Requisition # : 73509

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.

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.