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Hours Full-time, Part-time
Location Helena, MT
Helena, Montana

About this job

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.

Compensation Data

Pay Range:

Start Hourly Rate - $23.2725

Top Hourly Rate - $34.9750

Job Summary

The fully qualified Customer Service Specialist (CSS) is a recognized leader in the communications industry. Generally, a CSS is looked upon as a Subject Matter Expert (SME) to peers, customers, and internal departments. The Specialist provides technical consulting, installation and maintenance of highly complex and sophisticated products, services, and technologies offered by CenturyLink.

This is a fast-paced position where multitasking is required with an ability to prioritize tasks.

Job Description

* Provides technical consulting on installation, maintenance, testing, and modification of complex integrated systems, including prototype equipment and experimental services.

* Resolves complex network problems involving power, network hardware and/or software

* Solves new turn-up issues by conducting various diagnostic tests using conventional and specialized test equipment and referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques.

* Solves chronic repair problems by conducting various diagnostic tests using conventional and specialized test equipment and by referring to vendor/manufacturer provided documentation to identify the extent and source of obscure, hard-to-resolve problems that have defied routine troubleshooting techniques.

* Performs project management and coordination role on the end-to-end installation of complex integrated systems to assure that contractual requirements and responsibilities are met by the following: being involved in the planning and layout of the job; providing input to the development of charts showing the sequence of activities and critical timelines; directing the work of others towards meeting completion responsibilities; interfacing with vendors, subcontractors, other technicians and customers to schedule/complete planned activities. (In general, work requiring the project coordination function will involve several of the elements stated above.)

* Handles large router and equipment installs, with equipment consisting of Cisco, Juniper, Alcatel, Ciena, Sun Systems, and HP plus Customer Premise Equipment installs and maintenance to include Cisco, Adtran, and ShoreTel IPBX telephone systems.

* Performs Site Surveys related to MO/HVDS service proposal on sites served by copper QMOE, or sites with existing fiber in the building.

* Maintains and tests complex systems such as fiber optics, digital and/or multiplexers.

* Installs and provisions Metro Ethernet, ATM, and Frame Relay services.

* Installs, tests and/or maintains Digital Circuit Networks including SMDS, Frame Relay, LAN/MAN and LAN interconnect.

* Maintains and tests carrier systems, fiber optic cable, digital and/or multiplexers and special service circuits.

* Repairs cable and performs continuity testing.

* Interprets and works with schematics, circuit drawings, circuit diagrams, T-drawings, engineering.

* Utilizes various testing devices such as frequency and data signal generators, transmission measuring sets, oscilloscopes, volt-ohm meters, while installing and maintaining equipment and services

* Provides on-the-job or classroom training on new products and technologies, their features, usages and applications

* Interfaces with other work groups to ensure that committed service and test dates are met and to test the integrity of service prior to customer release.

* Responds to inquiries or complaints from customers, solve problems and provide technical advice or assistance in utilizing appropriate products or services. Acts as customer advocate.

* Collaborates with other support teams in Customer IT Departments.

* Maintains level of personal technical expertise by being knowledgeable of available resources, diagnostic equipment, company practices, operating manuals, vendor-provided literature and other experts to maintain/increase capability to solve technical problems.

Qualifications

* Strong technical skills working on complex installation and provisioning activities.

* Solid knowledge of network OSI layers 1, 2, and/or 3.

* Troubleshooting, provisioning, and/or turn-up experience with Ethernet, ATM, Frame Relay service and/or other data products.

* Troubleshooting, provisioning, and/or turn-up experience with Cisco, Ciena, ALU, Adtran, RAD, Juniper and/or other vendor hardware.

* Ability to use established electrical, digital, and/or mechanical principals and to perform appropriate tests to identify and solve problems encountered on the job.

* Ability to use software and hardware tools to identify and diagnose network status and issues.

* Experience with, understanding of and/or knowledge of protocols and protocol analyzers.

* Ability to input and/or retrieve information from PCs or CRT terminals, to include company data bases.

* Ability to utilize PC software such as word processing, graphics, spreadsheets and data base management tools.

* Ability to efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously

* Ability to work well with others to achieve common goals and to foster a cooperative climate,

* Ability to direct the work of others, commit company resources within defined levels, and escalate problems.

* Ability to work independently in the field with little supervision.

* Strong oral and written communication skills.

* Possession of customer service soft skills with ability to provide efficient, quality service to both internal and external customers both face-to-face and over the phone.

* Willingness to promote CenturyLink and CenturyLink products

* Ability to recognize and identify sales opportunities that meet the needs of customers and the company including promoting and closing sales of products and services.

* Working knowledge of hand and power tools.

* Ability to work day, evening, or night shifts; also, to work overtime, emergency call-outs (4-hour maintenance contract customers that that require immediate response), weekends and holidays as required.

* Ability to perform strenuous physical activities including, but not limited to, lifting and/or moving up to 100 pounds.

* Ability to perceive differences in wire and cable color.

* Satisfactory performance and attendance in present job.

* Possession of a valid state driver's license, satisfactory driving record, and the ability to drive vehicle with manual gear shift.

* Ability to meet standards of security investigation, if required.

Preferred Qualifications:

* 1+ year troubleshooting, provisioning and/or turn-up experience with Ethernet, IP, DSL, DS0, DS1, DS3, ATM, and/or Frame Relay.

* Advanced knowledge of network layers 1, 2, and 3.

* Understanding of MARS, TIRKS, WFA.

* Networking certification such as Cisco Certified Technician (CCT), Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) helpful but not required.

Work Environment:

* Communicates with others to provide technical guidance on systems and system components.

* Is exposed to variable environmental and work conditions.

* Wears safety glasses, hard hat, appropriate safe clothing and follows established safety practices and procedures.

* Wears attire that is appropriate for effective interaction with customers.

* Works independently with minimal or no supervision.

Alternate Location: US-Montana-Helena

Requisition # : 176654

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/

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to choose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

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.

Disclaimer

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.