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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

Provides tier IV Advanced Engineering support for the Managed Emergency Call Handling (MECH) solution. Work with the CTL MES technical teams in delivering real-time technical support while interfacing directly with our US-based and international customers in a 7 x 24 x 365 NOC and engineering support environment.

Job Description

  • First Shift Support – 8:00 am - 5:00 pm

  • Provides off-hours on-call support on a rotating basis with engineering peers. (including holidays & weekends.

  • Provide Routing, switching, and PSAP support to CenturyLink contracted customer base. This Includes break/fix support, infrastructure design, installation and life-cycle maintenance for new and current installations.

  • Troubleshoots and resolves complex Routing & switching issues.

  • Troubleshoots and resolves complex VIPER E911 and VESTA 911 system issues.

  • Conducting complex network equipment installation and related OS support activities.

  • Direct customer interface on install and repair requests related to new equipment installs and overall functionality of IP (data/voice) and telecom communications equipment

  • Performs various troubleshoots tasks while seeking to provide resolution for 911 and/or data network performance and interoperability problems.

  • Identifies capacity and performance issues to ensure continued, uninterrupted operation of supported network hardware and related systems.

  • Layer 2 & 3 switch, router, firewalls, configuration and management experience.

  • Layer 2 and Layer 3 VLAN configuration and management.

  • Provides high-level technical support for configurations, troubleshooting, and service restoration while interfacing directly with equipment vendors and CTL customer.

  • Works with CTL product teams to performs required research, development, and design for the planning and introduction of new products or service offerings.

  • Resolves complex interoperability problems to obtain proper systems operation across multiple vendor platforms. Assist management teams with setting overall technical direction for systems, networks, user services and vendor development efforts.

  • Troubleshooting and repair of complex IP (data/voice) and telecom communications equipment hardware or configuration issues, within defined service level agreement periods.

  • Supports the creation of and maintains departmental methods of procedure (MOPs) and related documentation as needed.

  • Defines the direction for the organization, standards, and tests systems and hardware to ensure interoperability and validates features and functions.

  • Develop and oversee subordinate level technical methods, procedures, and assist with complex technical solution designs.

  • Analyzes complex networks to include planning, designing, evaluating, selecting operating systems and various protocol suites.

  • Conducts / directs disaster recovery planning. Activities include network failover and recovery planning, detecting faults and minimizing outage downtimes.

  • Applies advanced Engineering and network principles, theories, concepts and technologies to solve unusually complex problems and issues.

  • Guides the technical direction for CTL MES organization, standards, and tests systems & hardware to ensure interoperability. Performs validation of features and functions.


Require Qualifications

  • Bachelor’s degree or equivalent education and work-related experience.

  • Candidate must hold ACTIVE Cisco CCNP certification or demonstrate equivalent technical support experience. Perform as Subject Matter Expert level.

  • Candidate must demonstrates the ability to navigate, understand, and implement Cisco IOS or related technologies.

  • Act as technical lead for Routing, switching, and NG911 installation & upgrade projects.

  • Must maintain the ability to self-manage assigned job role responsibilities to achieve desired performance results.

  • Acts as primary consultant to leadership detailing the technical requirements and specifications necessary to obtain solutions.

  • Must be able to work independently

  • Proven analytical and problem-solving abilities.

  • Strong communication (oral and written), customer service, organizational and multi-tasking skills

  • Acts as liaison between the customer and other network vendors or service providers while supporting high-level or escalated support issues.

  • Able to use Visio application for the purpose of demonstrating & documenting various network designs.

  • Proficient PC skills in office applications and network connectivity configuration

  • Ability to effectively prioritize and execute multiple tasks in a rapidly changing work environment.

  • Documents all activities per defined processes & procedures.

  • Experience with project management.

  • Candidate demonstrates the ability to troubleshoot and resolve complex network issues related to their support roles. (R/S, Security, VoIP etc.)

  • Candidate must demonstrate the ability to navigate, understand, and implement Cisco IOS or related technologies.

Preferred Experience

  • Cisco ASR & Nexus experience

  • Cisco Layer 2 & 3 switch and router configuration and management

  • Juniper, Adtran, etc. Layer 2 & 3 route/switch, firewalls configuration and management experience.

  • Working knowledge installing and supporting Cisco ASR 2K, 5K, 7K & 9K hardware and OS.

  • Maintain current knowledge base regarding security solutions

Alternate Location: US-North Carolina-Wake Forest

Requisition # : 213454

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.