CenturyLink SENIOR CUSTOMER NETWORK OPERATIONS TECHNICIAN in United Kingdom
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
Responsible for providing customer centric overlay technical support to enhance their use of CenturyLink services, working against an agreed scope of work which is specifically crafted for nominated customer accounts.
Role is expected to ensure prevention of issues from occurring, resolving issues quickly when they occur, and being the customer's technical advocate within CenturyLink.
Delivering the agreed scope for their customers in line with the agreed documentation
Align and complement the BAU operations for ETOPS customers
Collaborating within the ETOPS team to ensure no gaps in cover
Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective
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, and eTSC) without prejudice or assumption, striving only to serve the customer and their team.
Managing workload and collaborating with their peers on opportunity to assist
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 enhanced capability in a broad range of the key products and services, as well as specialising in a small number of key subject areas
Deputising for duty management as directed
Requires an advanced understanding of IP networking specifically Cisco and where possible Nokia/Alcatel and Juniper demonstrated via certification and operational experience.
Experience working on Data/IP networks within an operational environment; completing 2nd level diagnostics across multiple technologies and Vendors.
Demonstrative experience in Incident Management and Service Operations environments.
Associates or Equivalent
Alternate Location: UK-Basingstoke-Redwood
Requisition #: 202734
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/