CenturyLink Lead Operations Technician in BASINGSTOKE, United Kingdom
CenturyLink at http://www.centurylink.com/ (NYSE: CTL) is the second largest U.S. communications provider to global enterprise customers. With customers in more than 60 countries and an intense focus on the customer experience, CenturyLink strives to be the world’s best networking company by solving customers’ increased demand for reliable and secure connections. The company also serves as its customers’ trusted partner, helping them manage increased network and IT complexity and providing managed network and cyber security solutions that help protect their business.
Responsible for providing customer facing support for issues disrupting their use of CenturyLink services, as well as surveillance of network and customer services across multiple technologies.
Role is expected to ensure prevention of issues from occurring and to resolve issues quickly if they do occur.
Role will be involved in assisting with product and technology development opportunities.
Role will be involved in the training and onboarding of new staff.
Being the customer’s technical advocate, and striving to provide a positive customer experience irrespective of expertise, history, or workload
Collaborating within team and across teams (Specifically Service Desk, Tier III, ETOPS and eTSC) without preconception or assumption, striving only to serve the customer and their team.
Managing workload and collaborating with their peers on opportunity to assist
Leading the training and assisting wider NOC staff on new scenarios and situations
Leading the onboarding and shadowing new team members in wider NOC and PS
Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective
Taking a primary support role in the development and launch of new products and technologies, becoming a Subject Matter Expert where applicable
Proactively seeking opportunity to promptly resolve complex issues
Acting as a technical focal point and conduit to Tier III support for the most complex issues
Continual personal development – technicians are responsible for ensuring their skillsets are updated and adapted in line with technological and industry trends.
Expected to develop an expert knowledge in a small number of key subject areas, and a broad capability for the key products and services
Deputising for management as directed and acting as a lead and focal point within the team.
Requires an expert understanding of IP networking specifically Cisco and where possible Nokia/Alcatel and Juniper demonstrated via certification and operational experience.
Significant experience working on Data/IP networks within an operational environment; completing 2nd/3rd level diagnostics across multiple technologies and Vendors.
Demonstrative experience in Incident Management and Service Operations environments.
Experience in SDN and SDWAN Technologies specifically Versa software but any knowledge would be advantageous.
Alternate Location: UK-Basingstoke-Redwood
Requisition #: 220615
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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This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/