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Operations Technician
Tempe, AZ  |  Onsite
Contract Position
It appears that you have already applied to this job.
Applied on August 14, 2022
Job Id #57870 Posted July 25, 2022


Job Description:

  • Responsible for identifying and resolving customer reported troubles
  • Provide advance technical support to include remote trouble diagnostics, correction, and vendor management.
  • Updates status to customers on an as required basis
  • Escalation of customer and network trouble to ensure timely resolution
  • Actively work with local exchange carriers and CenturyLink internal Operations Centers to ensure current services are active and restored within the Service Level Agreements
  • Using GUIs and CLI access this position will isolate layer 1-3 problems on Broadband and LTE platform(s), to include VPN and MPLS Network.
  • Detailed understanding of DS0/1 and 3 circuits: point to point, private line, Broadband, LTE, and Ethernet
  • Actively participates in maintenance bridges/calls to isolate network issues
  • Responsible for the reporting of database discrepancies and changes

Knowledge:

  • Experience working on network troubles and/or maintenance assignments related to network routing and switching equipment to resolve trouble tickets.
  • Basic knowledge of IP architecture and IP routing.
  • Test knowledge of DS0/DS1 AND Broadband circuits, and the ability to isolate physical layer troubles.
  • Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
  • Knowledge of TCP/IP, routing protocols, and IP addressing.
  • Experience with basic commands in Cisco, Juniper, Alcatel, ADTRAN routers and or UNIX commands.
  • Experience with troubleshooting Ethernet circuits
  • Experience with LTE (cellular) remote switches.

General Work Competencies / Abilities:

  •  Apply excellent customer service skills.
  • Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
  • The ability to work off hours/on call and during holidays.
  •  Experience Mentoring/Training/Coaching less experienced employees/customers.
  •  Answer inbound calls and/or redirect calls to proper Lumen organization if required.
  •  Initiate internal escalations on customer’s behalf and provide follow up.
  •  Effectively manages customer expectations (status and clear description of activities).
  • Ability to work independently with minimal supervision.
  •  Ability to manage multiple tasks on time.
  •  Ability to learn in an ‘on-the-job’ training environment.
  •  Ability to work all shifts in a 7x24x365 environment.

Basic Qualifications:

  • 3+ year of technical customer call center experience.
  • Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5+ years of related work experience.
  • Test knowledge/experience of DS0/DS1 or broadband and LTE circuits.
  • Knowledge of TCP/IP, routing protocols, and IP addressing.
  • Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.
  • Cisco and Juniper certifications are a plus.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

EQUAL OPPORTUNITY EMPLOYMENT SURVEY

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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