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Operations Technician

Company: Zealcon
Location: Olathe
Posted on: June 11, 2019

Job Description:

TOP SKILL SETSPrevious call center experience.Previous trouble shooting experience.Some education whether it is school (trading) or certificationInterview process OTP (over-the-phone) first, and then have top two or three come in for in-personType of position contract-to-hire for the right personPLEASE NOTE Work schedule long term, FIRST TWO MONTHS 11 a.m. - 8p.m. shifto3 30 p.m. - midnight. (at least a one weekend day required, either a Saturday or a Sunday). OT is voluntary________________________________________________________________________The Operations Technician I is responsible for providing Technical Support in a Call Center environment. In addition to working on the telephone with clients and CenturyLink employees, the Operations Technician I performs Tier 1 troubleshooting of routers, switches and other telecommunications devices. Complex issues that cannot be solved within the Tier 1 team are triaged to Tier 2 and Tier 3 Engineers. The Operations Technician I tracks all repair activities in CenturyLink systems.RequirementsEducation / Experience - Minimum Qualifications At least two years providing Technical Support in a Call Center environment Associate degree at minimum. Previous experience supporting Routers, Switches and other telecommunications equipment in a Call Center and Repair Center environment. Certifications from companies such as Cisco, Adtran and Juniper are desired.Knowledge Understanding of the OSI networking model's physical, data link, and network layers A proven track record troubleshooting technical issues An understanding of routing protocols such as BGP and OSPF Experience with Cisco command line interface. Ability to effectively and efficiently manage and correlate multiple trouble reports.General Work Competencies / Abilities Expert level communication and customer service skills. This position works directly with clients and CenturyLink employees and partners in a repair situation. Proficiency with trouble ticketing applications and other CenturyLink Ordering, Inventory, Customer Relationship Management (CRM) and Repair systems. Ability to work in a fast-paced operational environment. Ability to answer customer calls and work issues via trouble tickets proficiently and independently. Ability to work all shifts in a 24 x 7 environment. Ability to recognize when to triage issues and Incidents to a higher tier of Technical Support. Ability to learn in an on-the-job training environment. Ability to manage repair activities in a Technical Support environment using CenturyLink systems and processes. Ability to collaborate with CenturyLink employees and third-party partners in a way that results in a positive repair experience for CenturyLink's client base.

Keywords: Zealcon, Olathe , Operations Technician, Professions , Olathe, Kansas

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