CenturyLink IT OPERATIONS TECHNICAL SUPPORT I in POZNAN, Poland
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 Service Analysts (SA) are part of the Global Client Response Centre and are responsible for first level technical support and case management.
‘First level technical support’ includes: accepting incoming calls, the ability to run real-time diagnostics, and conduct initial troubleshooting of server hardware, Active Directory, DNS, and Wide Area Network issues.
‘Case management’ includes ownership of client Cases until resolution, communication, and escalation.
With the SA as the central point of contact for all related actions, client communication and client records are updated on a regular basis.
Regardless of the level to which an issue may escalate, the SA retains ownership of the case throughout the lifecycle and will need to work with the teams that are working the case to ensure it is managed correctly
The SCA function is the single point of contact for all email and phone communication and for the creation of Portal, Incident and Change tickets and queries relating to these cases in the EMEA region.
The Main Responsibilities
First point of contact for clients and other local offices seeking functionality and technical assistance with various applications, products and their delivery
Ensuring that the full business impact is captured/ understood when dealing with Incident cases
Call logging on our sophisticated fault reporting system, Remedy. Tickets are then routed or escalated to the appropriate CenturyLink or Client group for resolution.
Provide and obtain timely updates to/from relevant parties (internal and external)
Ensure all issues are chased throughout the ticket life cycle
Manage the resolution of issues and keep clients informed.
Promptly escalate issues that cannot be resolved using own resources.
Follow Outage procedures as required and keep Customers and Management up to date at all times
Follow all Support processes
What We Look For in a Candidate
Knowledge or understanding of IT infrastructure
Strong interest in IT
Good Microsoft Office knowledge
Excellent verbal, written and analytical skills
Proven customer service experience
Enjoy working in a team environment
Have good planning and organisation skills
Ability to respond to tight deadlines and work under pressure
Supportive and committed team player
Experience of using Ticket Management tools
Pro-active and motivated to do a good job for the customer
Alternate Location: PL-Poznan-Poznan
Requisition #: 227337
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. Job-related concerns noted in the background screen may disqualify you from the new position and your current role. Background results will be evaluated on a case-by-case basis.
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.
NOTE: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.