OPERATIONS TECHNICIAN 2 Job in Littleton 80120, Colorado US
OPERATIONS TECHNICIAN 2
Position Purpose :
This customer facing position is responsible for providing “one call resolution” to customer reported problems. The purpose of this position is to interact with all necessary internal CenturyLink departments, outside vendors and end user customers as needed to support the NROC Voice Repair Operations. This position will be a significant contributor to defining the way this team supports and works with our customers. This position will have direct impact on the quality and timeliness of the repair.
Essential Job Functions and Responsibilities
- Interact with all necessary internal CenturyLink departments, outside vendors, and end user customers as needed to support the Repair Services team within NROC Voice Repair Organization. Initiate internal/external escalations as needed.
- Answer inbound customer trouble calls. Redirect calls to proper CenturyLink organization if required.
- Create trouble ticket which summarizes customer repair issue
- Follow up and closure of assigned trouble tickets
- Train new technician and prepare lessons learned documentation when necessar
Basic Requirements:
Voice Services
Ø Associates degree plus 5 years relevant experience or equivalent combination of education and experience working with customers, networks, communication equipment and/or electronics equipment.
Ø Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve complex trouble tickets.
Ø Able to apply SS7, routing, and translations knowledge to resolve trouble reports
Ø Knowledge of VoIP architecture and IP routing.
Ø Test knowledge of DS0/DS1 circuits
Ø Experience with ISDN circuits and troubleshooting practices to include common ISDN troubles
Ø Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
Ø Has ability to understand and isolate physical layer problems.
Ø Knowledge of TCP/IP, routing protocols, and IP addressing
Ø Experience with basic commands in Cisco and Juniper routers and/or UNIX commands
Ø Understanding of call setup and messaging (MGCP, SIP, H.323)
Ø Familiarity with long distance and international dialing and routing
Ø Able to work with LEC and/or vendor to resolve trouble issue and escalate when necessary
Ø Technical call center operations
Ø Experience working off a trouble ticketing work list
Transport Services
Ø 2+ years of technical experience working with networks and communications equipment in a call center/network operations center environment
Ø Detailed understanding of DS0 - OCn level services - analog and digital services
Ø SONET, DWDM, Ethernet multiplexing and troubleshooting techniques
Ø Nortel, Cisco 15454, Ciena Corestream, ULH, ONI, Tellabs, Alcatel, Tadiran, Fujitsu, Infinera, Alcatel Lucent, Digital Lightwave and T-Berd testing equipment
Ø Remote provisioning and troubleshooting experience
Ø Excellent communications skills working with multiple customers, organizations and different layers of management
Ø Ability to work all shifts in a 24x7 environment
Ø Basic knowledge of switch (DMS 250/500) translations
Ø Knowledge of TL1
Ø Ability to use PM data for effective trouble shooting and fault isolation
Ø MS Office application suite
Ø Effective workload management
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General Work Competencies / Abilities:
Ø Apply excellent customer service skills
Ø Able to work independently, meet deadlines, and multitask
Ø Must be able to communicate effectively to peers and higher levels of management through verbal and written communication
Ø Interface with subject matter experts (Lead Technician), Service, Product, and Project managers, and Tier 3 Technical Support
Ø Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and CenturyLink field operations (FOPS)
Ø Effectively manages customer expectations (status and clear description of activities)
Ø Accurate and appropriate trouble ticket documentation/closure in multiple internal systems
Ø Provides technical training and guidance to Repair Center Operations technicians.
Ø Must possess technical knowledge to assist with complex trouble restoration and have proven ability to direct problem resolution.
Ø Performs remote testing and repair activities within CenturyLink network elements
Ø Provide Tier 2 technical analysis, isolation, sectionalization and resolution of customer reported troubles
Ø Ability to learn and thrive in an ‘on-the-job’ training environment
Ø Ability to lead the repair activity with participation from vendors, LECs, FOPs and internal support organizations
