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Sr Operations Engineer

Company: CenturyLink
Location: Norcross
Posted on: May 24, 2020

Job Description:

About CenturyLink

CenturyLink (NYSE: CTL) 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 worlds 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.
The Role
NG911 Senior Operations Engineer provides Tier 3 / 4 Technical Support for NG911 Solutions, which includes the network core services, hosted CPE in our CTL Data Centers in addition to PSAP CPE. Work with internal teams as well as Vendors delivering real-time technical support for our NG Customers.

Technical Proficiency: Has the technical proficiency within the NG911 environment. This title of engineer will have an increased level of expertise, such that escalations from the lower level engineers or their client groups are handled by this group.

Problem Solving: Involved in the evaluation, selection, adaptation and modification of standard techniques, procedures and criteria. Involved with specific problems escalated from a technician, the field, client or customer. Provides guidance to technicians and installation vendors establishing MOPs.

Business Contribution/Impact: Assumes accountability as a resource for decisions required. Provides near term focus on resolution of immediate NG911 issues. Takes the lead in working with the NG911 vendor and others during outage situations. Works the technical bridge to resolve the outage in a timely and efficient manner. Teams with Product Selection and the AMC groups giving technical support.

Communication: Effective oral, written, and presentation skills required. Ability to communicate effectively with personnel within direct sphere of influence. Must also be able on a regional basis, to present and deliver to an open forum, findings and studies of a technical nature. These forums shall have direct influence on company directives and policies.

Teamwork: Provides guidance/assistance/development in the training of employees. Researches solutions for corporate and entity needs. Actively contributes in a team environment and proactively shares information with others. Takes on a leadership role in the development and investigation of solutions at the Tier II, Ill or IV level. This will incorporate being a facilitator for various work groups outside of the individual work group they currently belong to.

Personal Interaction: Interacts effectively with a wide range of people, issues and technical situations. Occasionally dealing on a regional team with various levels of management within and outside the company.

Initiative: Takes ownership and accountability in areas assigned and provides technical leadership in interface with other organizations.

Customer Focus: Understanding of client issues and strategies. Imparts NG911 technical knowledge cross organizationally to meet internal/external customer needs.The Main Responsibilities

  • Provide routing, switching and PSAP support to CTL customers and internal resources. This includes break/fix support, infrastructure design, installation and life-cycle maintenances for new and current installation.
  • Assists with troubleshooting and resolving complex routing, switching and NG911 system issues.
  • Assists with complex network equipment installation and related OS support activities.
  • Direct customer interface on install and repair request related to new equipment installs and overall functionality of IP (data/voice) and telecom communications equipment, MPLS, Ethernet, subnetting, etc.
  • 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 & 3 VLAN configuration and management.
  • Provides high-level technical support for configurations, troubleshooting and service restoration while interfacing directly with equipment vendors and CTL customers.
  • Works with CTL product teams to perform required research, development and design for the planning and introduction of new products or services 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 service and vendor development efforts.
  • Trouble shooting 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 procedures (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, evaluation, 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.
  • Guides the technical direction for the NG NOC Organization, standards and tests systems & hardware to ensure interoperability.
    What We Look For in a Candidate

    • 4-year Technical degree and/or 3-5 years relevant work experience or equivalent documented work experience working with 911 solutions and equipment.
    • Candidate must demonstrate strong Cisco Networking Knowledge or equivalent technical support experience. Perform as a Subject Matter Expert Level.
    • Basic telephony knowledge.
    • Knowledge of Advanced network solutions - Next Generation 911, IP Based solutions.
    • Working knowledge of VoIP protocols and technologies.

      Preferred Experience/Qualifications:

      • Certifications Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP), Microsoft Certified Systems Engineer (MCSE) preferred.

        Alternate Location: US-Georgia-Norcross

        Requisition #: 223677

        This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

        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.

Keywords: CenturyLink, Atlanta , Sr Operations Engineer, Engineering , Norcross, Georgia

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