Next Generation 9-1-1 Tech II

About CenturyLink
CenturyLink (NYSE: CTL) 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.

The Role

This position will focus on support and maintenance of CenturyLink’s Next Generation network that include Virtualized, Cloud and IP-based services.  These Next Gen networks and applications will support the evolution of CenturyLink’s services (e.g. SD WAN, Managed Services, Cloud Services and Next Gen Public Safety Services).

The Main Responsibilities
  • Manage new NG911 site activations
  • Manage and correlate multiple trouble reports.
  • Communicate with customers and others in a repair situation.
  • Initiate internal escalations, as necessary.
  • Place proactive outgoing status calls to customers.
  • Provide follow-up and resolution information of assigned trouble tickets.
  • Monitor event alarms in multiple systems, raise, request, and perform basic diagnostics of the problem and dispatch using multiple dispatch systems.
  • Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution.
  • Understand the triage and service level agreement policies for the tickets and resolve issue within the given time frame.
  • Configuration and troubleshooting of routing, switching, and SD-WAN equipment.
  • Perform required PSAP and FCC/PUC reporting obligations.
  • Attend a training class of 4 weeks (Mon-Fri 8 am -4 pm).
What We Look For in a Candidate
  • Practicing excellent customer service.
  • Ability to work in a fast-paced operational environment.
  • Ability to answer customer calls and work issues via trouble ticket proficiently and independently.
  • Create trouble ticket which summarizes customer reported trouble.
  • Answer inbound calls and/or redirect calls to proper CenturyLink organization if required.
  • Create trouble ticket which summarizes customer reported trouble.
  • Provide proactive customer updates on progression of repair.
  • Handle internal/external customer escalations via phone, email, IM, tickets and escalate further any customer-related issues to the appropriate group or manager as necessary.
  • Ability to manage multiple tasks on time, including ticket administration, communications, and follow-up activities.
  • Ability to learn in an 'on-the-job' training environment.
  • Ability to work all shifts in a 7x24x365 environment.
  • Strong oral, written and interpersonal skills.
  • Strong analytical and decision-making skills.


  • 2-4 years experience in a technician role 
  • 1+ years network routing and switching experience 


  1. ITIL Certification
  2. Bachelor's degree in Information Technology, Telecommunication, Networking or related field 
  3. CCENT, Network+, or working towards CCNA, CCDA, or equivalent level certification

Alternate Location: US-Georgia-Norcross

Requisition #: 229817

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.

Salary Range
$37,000.00 - 59,000.00
per Year
Salary range estimated by