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CenturyLink (NYSE: CTL) at 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 at for more information.

Job Description

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.

Primary Roles and Responsibilities

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

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

  • Ability to work overtime and on holidays on a rotational basis.

  • Conducting complex network equipment installation and related OS support activities.

  • 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.

  • Performs installation, configuration, and maintenance for VoIP communications equipment, including related DNS/DHCP configuration.

  • 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.

  • Uses various systems, software and hardware tools to identify and diagnose device health status and identify problems.

  • 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.

  • Conducts / directs disaster recovery planning. Activities include network failover and recovery planning , detecting faults and minimizing outage downtimes.

  • 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

  • Applies advanced Engineering and network principles, theories, concepts and technologies to solve unusually complex problems and issues.

  • 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.

Required Experience

  • 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

  • Candidate must hold ACTIVE Cisco CCNP certification or demonstrate equivalent technical support experience. Perform as Subject Matter Expert level.

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

Alternate Location: US-North Carolina-Wake Forest; US-Tennessee-Bristol

Requisition # : 211991

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.