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About CenturyLink

CenturyLink (NYSE: CTL) at 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 world’s 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.

Job Summary

Provides tier IV Advanced Engineering support to CenturyLink Managed Service NOC (Network Operation Center). Work with the CTL MES technical teams in delivering real-time technical support while interfacing directly with our US-based and international customers in a 7 x 24 x 365 NOC and engineering support environment.

Job Description

  • First Shift Support – 8:00 am 5:00 pm

  • Provides off-hours on-call support on a rotating basis with engineering peers. (including holidays & weekends.

  • Configures and maintains installed systems to meet customer requirements.

  • Performs various troubleshoots tasks while seeking to provide resolution for voice or data network performance and interoperability problems.

  • Identifies capacity and performance issues to ensure continued, uninterrupted operation of supported network hardware and related systems.

  • Installs and maintains various network infrastructures, providing support to design, installation and maintenance for new and existing installations.

  • Manages daily service request workloads using various ticket management systems and CTL call center applications.

  • Act as technical lead to provide mentoring activities for lower tier team members. This may include leading various KT (knowledge transfer) training sessions.

  • Provides high-level technical support for configurations, troubleshooting, and service restoration while interfacing directly with equipment vendors and CTL customer.

  • Provide primary Engineering design and configuration for complex network solutions to meet with customer’s goals and technical requirements.

  • Regarded as technology SME (subject matter expert). Acts as technical project lead and provides technical leadership to lower tier team members.

  • Works with CTL product teams to performs required research, development, and design for the planning and introduction of new products or service offerings.

  • Assist management teams with setting overall technical direction for systems, networks, user services and vendor development efforts.

  • Supports the creation of and maintains departmental methods of procedure (MOPs) and related documentation as needed.

  • Develop and oversee subordinate level technical methods, procedures, and assist with complex technical solution designs.

  • Analyzes complex networks to include planning, designing, evaluating, selecting operating systems and various protocol suites.

  • Supports system configuration and management of VoIP systems, including CUCM, CUC, UCCX, Expressway, Jabber & CER Programming, and management isolation of network outage causes and service restorations including understanding QOS operational characteristics.

  • Background supporting an HCS environment is a plus

  • Background supporting Data Center environments a plus

  • Evaluate new technical requirements for compatibility with deployed system designs.

  • Guides the technical direction for CTL MES organization, standards, and tests systems & hardware to ensure interoperability. Performs validation of features and functions.


  • 8 - 12 years NOC experience supporting IP network operations centers.

  • This position requires solid interpersonal skills & a demonstrated ability to work collaboratively with a large technical support team!

  • Interfaces directly with various CenturyLink departments in maintaining customer network resiliency and while supporting reported network issues.

  • Must maintain the ability to self-manage assigned job role responsibilities to achieve desired performance results.

  • Acts as liaison between the customer and other network vendors or service providers while supporting high-level or escalated support issues.

  • Candidate must possess solid written & verbal communication skills. Demonstrates prior experience interacting with customers.

  • Candidate demonstrates experience in the use of personal computers, including Microsoft Word, Excel, and Outlook

  • Proficiency with presentations to technical and non-technical audiences; must be able to translate technical terms and concepts to non-technical entities.

  • Ability to effectively prioritize and execute multiple tasks in a rapidly changing work environment.

  • Candidate demonstrates the ability to troubleshoot and resolve complex network issues related to their support roles. (R/S, Security, VoIP etc.)

Required Education and Certifications

  • Bachelor’s degree or equivalent education and work-related experience.

  • Candidate must hold ACTIVE Cisco CCNP certification or demonstrate equivalent technical support experience.

  • Cisco Unified Communications System configuration and management, including CUCM, CUC, UCCX, and CER

Alternate Location: US-North Carolina-Wake Forest

Requisition # : 213455

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.