CenturyLink Diversity and Inclusion

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About CenturyLink

CenturyLink (NYSE: CTL) at http://www.centurylink.com/ 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.

Job Summary

There is presently an opening for an Operations Technician 2 in one of our managed Professional Services Network Operations Centers with offices located in either Broomfield, Co or Phoenix, AZ. Operations Technicians are responsible for fielding customer calls, opening repair tickets, monitoring the proactive tickets for customer sites, providing technical support and reporting for site repairs. Technicians use internal and external ticketing systems to in order to update ticket logs, document troubleshooting and repair efforts for these issues and report resolutions to customer. Assists in network monitoring and tracking of network events effecting customer sites, and aid in the documentation, resolution and tracking of incident tickets. Acts as an escalation point for trouble tickets, providing team support with ticketing, troubleshooting and driving ticket resolution.

Candidates must be willing and able to work all shifts in a 7x24x365 environment. Shift assignment will be based upon the needs of the business.

Job Description

Essential Job Functions and Responsibilities:

  • Analyze, sectionalize, isolate, and resolve trouble situations.

  • Manage and correlate multiple trouble reports.

  • Communicate with customers and vendors to collaborate restoration of various services.

  • Initiate internal escalations, as necessary.

  • Provide assistance to peers and participate in ongoing repair process improvement activities

  • Place proactive outgoing status calls to customers

  • Provide follow up and closure of assigned trouble tickets

  • Promote teamwork and a collaborative environment

  • Assist management in driving ticket resolution and team metrics

  • Assist other team members with troubleshooting and ticketing issues

General Work Competencies / Abilities:

  • Possess excellent customer service skills

  • Demonstrate proficiency with trouble ticketing application and other internal tools

  • Ability to work in a fast-paced operational environment

  • Ability to answer customer calls and work issues via trouble ticket proficiently and independently

  • Create trouble ticket which summarizes customer reported trouble

  • Able to recognize issues/defects that will impact the NMS implementation and monitoring

  • Answer inbound calls and/or redirect calls to proper CenturyLink organization if required

  • Create trouble ticket which summarizes customer reported trouble

  • Provide proactive customer updates on progression of repair

  • Initiate internal escalations on customer's behalf and provide follow up

  • Effectively manages customer expectations (status and clear description of activities)

  • 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


Basic Qualifications:

  • Associates degree in Computer Networking or equivalent and 2-3 years of experience in related technical field or an equivalent combination of knowledge and experience.

  • 1+ year of technical customer call center experience

  • Preferred Qualifications:

  • Cisco and Juniper certifications are a plus

  • Bachelor's Degree in Computer Networking or related technical field


Associates or Equivalent

Alternate Location: US-Arizona-Phoenix

Requisition # : 212566

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/

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 (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.


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.