IT Ops Specialist - Tech Solutions

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Date: Sep 19, 2017

Location: Town And Country, MO, US, 63017

CenturyLink (NYSE: CTL) 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 for more information.

Job Summary

The IT Ops Specialist - Tech Solutions is responsible for the initial logging, triage and escalation of all client reported problems associated with our product offerings.  In addition, this position is also responsible for ensuring the timely resolution and client updates throughout the life of the issue regardless of the area it is escalated.


 

Job Description

1.)   Respond to incoming phone calls, e-mails and web portal client incidents, requests and changes

2.)  Triage all issues and escalate to appropriate resolver group

3.)  Follow general and client/product specific procedures

4.)  Ensure timely resolution of all issues

5.)  Provide and/or push resolver groups for necessary client status updates

6.)  Interface effectively with internal and external parties for execution, resolution and escalation of client issues.

7.)  Resolve level one client DNS requests

·         Accurately log all client reported Incidents, Requests and Changes, covering Phone, E-Mail & Web Portal entry methods.  This covers a full understanding of the problem, as well as the correct business impact.

·         Provide necessary triage function and promptly escalate issues to the correct resolver groups.

·         Interface effectively with internal and external parties for execution, resolution and escalation of client issues.

·         Provide full ‘case management’ through life cycle of client reported issues, ensuring timely resolutions and/or client updates from the relevant parties.

·         Fully understand and follow all support processes associated with the position.

·         Meet performance objectives associated with process adherence, escalation time frames, workload volume, client update times as well as overall issue resolution.

·         Perform DNS support of individual client facing devices.

·         Perform basic Windows and Network server administration.

#LI-POST1

Qualifications

·         Knowledge or understanding of IT Infrastructure

·         Ability to work well in team environment

·         Excellent verbal, written and analytical skills

·         Proven customer Service experience

·         Ability to respond to tight deadlines and work under pressure.

·         Ability to quickly adapt to advancing technologies and procedural changes.

·         Working knowledge of DNS and routing technologies.

·         Basic Windows server administration

·         Strong problem solving skills

·         Ability to follow once off processes as designated within job role.

 

Education or Equivalent Experience:

·         Bachelor’s degree or equivalent education in related fields (Preferred)

·         2 Years customer Service experience

·         Experience in IT work environment

Alternate Location: US-Missouri-Town And Country

Requisition #: 155714

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.

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.


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