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IT Operations Specialist - Technical Solutions

CenturyLink, Inc Littleton, CO

Job Description

CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.



Job Title:     IT Operations Specialist Technical Solutions


Reports to: IT Operations Supervisor Colocation Support Team -GOC CLIENT RESPONSE CENTER


Location: Littleton, CO                   Direct Reports: No         

Job Description:

The IT OPERATIONS TECHNICAL SUPPORT Technician is responsible for proactive monitoring, diagnostics, resolution/escalation of issues, and rapid isolation and restoration of issues related to a diverse customer base with an ITIL service management focus. They function as initial triage with heavy specialization around event and incident management while interfacing directly with hosting customers, 3rd party vendors and internal resources to ensure a superior customer experience. This team works in an inbound call center environment working all shifts 24x7x365.  

Position Objectives:   

  • Deliver superior customer service through professional, comprehensive, and timely communication and resolution for all Incidents, Requests, and Change   
  • Maintain platform and solution stability through initial troubleshooting, timely resolution of customer incidents, and proactive maintenance    
  • Ensure all internal systems and customer environments are operational through the use of Network / System Monitoring   

Essential Duties:    

  • Take inbound calls from customers in support of their hosting environments
  • Monitor and respond to customer emails requesting assistance with data center activities impacting their hosting infrastructure
  • Identify, resolve and escalate incidents according to procedural documentation and training    
  • Provide and obtain timely updates to/from relevant parties (internal and external)    
  • Monitor customer and Infrastructure environments to quickly identify and resolve incidents  
  • Must be able to work all shifts  
  • This Shift is Wedneday thru Sunday 5:45pm until 6:15am.

  • Required skills:


  • Ability to quickly adapt to supporting emerging technologies and procedural changes  
  • Exceptional customer service skills 
  • Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution   
  • Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment   
  • Ability to work well in team environment 
  • Ability to multi-task   
  • Excellent verbal, written and analytical skills   

Desired skills:    Hands on experience with one or more of the following:   

Network and Systems technologies   

  • Linux operating systems (RHEL, Fedora, SUSE)   
  • Microsoft server platforms (Windows 2003/2008 Server)   
  • Virtualization technologies (Vmware)   
  • Web server technologies (IIS, Apache) 
  • Network LAN and WAN, TCP/IP, Cisco, Juniper, Lucent

Network and Systems hardware platforms   

  • Stand-alone server platforms (Hewlett-Packard, Dell
  • Blade system solutions (HP, Cisco, Dell, Egenera)   

Telecommunications technologies

  • T1, DS3, CSU/DSU, Virtual Cross Connects (VCCs), BERT/Loopback testing 
  • Familiarization with SSAE 16 and ITIL guidelines and practices
  • Enterprise monitoring experience (BMC Patrol, Netcool, Microsoft SCOM, HP OV, Dell OM, etc.)

Education or Equivalent Experience:   

  • Bachelor's degree or equivalent education in related fields preferred, not required 
  • Certificates of training in associated fields/equipments, preferred
  • 2-3 years experience in enterprise IT support or service provider experience


Alternate Location: US-Colorado-Littleton

Requisition #: 127817

Please Note: The following posting is for a Project-Based position with a defined start and end date (limited term). Depending on the project, the term of employment will be between 3 and 24 months. The employment end date will be tied to the project end date (although there is no guarantee of continued employment at any point).

EEO Statement

No Discrimination. 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, marital status, family status, pregnancy, or other legally protected status (collectively, œprotected statuses). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.


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.

Nearest Major Market: Denver

Job Segment: Telecommunications, Operations Manager, Telecom, Engineer, Technology, Operations, Engineering