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.
Under general supervision, is responsible for determining the point of failure, diagnosing and repairing the fault for service incidents reported by external customers. Depending on the specific group within the TSC organization, the focus may be in:
– (FAST) Fast diagnose and isolation of the fault, within a predefined time span; if the fault could not be solved, it will be derived to the other teams as determined by the diagnosis;
– (LM) Access and CPE equipment, responsible for ultimately solving all faults related with access networks, equipment, and CPEs;
– (CORE) Core technologies, responsible for ultimately solving all faults related with the core network.
+ Communicates with LECs to open and track third-party incidents.
+ Dispatches sub-cases to appropriate technology and/or experts team. Works in conjunction with experts until final repair.
+ Distributes workload to other TSC teams.
+ For problems involving several countries, dispatches referral cases as appropriate to the TSCs of the other countries.
+ Provides accurate status updates to customers, related to the troubleshooting, plan of action and repair.
+ Registers all communications, tests, advances and ultimate resolution of the problem in the ticketing system using a standard template.
+ Regularly checks the team’s queue to take ownership of new incoming cases.
+ Understands the problem description (either written or verbally). Using several management tools and consoles, bounds the point of failure and ultimately solves the problem. Interacts as needed with customers, field technicians and LECs to diagnose and solve the problem. If required, gets access granted for technicians to customer premises. Dispatches field technicians as required.
+ University with field of study in Telecommunications, Electronics or similar.
+ 2 years of experience.
+ Experience with Dokuviz and trouble ticketing systems required.
+ Intermediate level of experience and/or knowledge in one, and basic level in the other two major technical groupings: FAST (troubleshooting methods, diagnosis criteria, measurement techniques, CPE), Last Mile (access technologies: copper, fiber, radio, satellite; CPEs: routers, switches and interface converters; IP and Ethernet protocols – CCNA preferred), Core (transmission technologies: SDH, PDH, SONET, MPLS, Ethernet; PEs: routers and switches; network topology; IP and Ethernet protocols – CCNP preferred).
+ Very strong analytical, problem-solving and troubleshooting skills. Methodical, organized and detail-oriented.
+ Strong interpersonal, verbal and written communication skills. Effective conflict management ability.
+ Self-motivated, pro-active, results-, detail- and customer-oriented professional with an ability to work with minimum direction.
+ Team player with a great passion to succeed. Ability to work individually as well as in a team environment.
+ Ability to effectively prioritize workload.
+ Resourceful, innovative, and creative.
+ Ability to maintain strong working relationships with technical peers.
+ Ability to work under pressure with tight deadlines and with a high work-load maintaining effectiveness.
**Alternate Location:** AR-CABA-Buenos Aires
**Requisition #** **:** 217444
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/
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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.