Sr Technical Support Engineer (Chicopee)

Compensation

: $88,760.00 - $174,640.00 /year *

Employment Type

: Full-Time

Industry

: Engineering



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 worlds 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

911 CPE Senior Technical Support Engineer 911

Sr. Technical Support Engineer provides Tier 3 Technical Support for 9-1-1 Customer Premise Equipment with a staff of Five Technical Support Engineers. Systems includes all major Motorola (Airbus / Cassidian / Plant CML) and Intrado-Call Handling (formerly Positron) major systems as well as peripheral systems and networks working with those systems.

Job Description

Technical Proficiency: Has the technical proficiency within a particular Vendor 911 CPE discipline. (i.e. Positron, Plant/CML). This title of engineer will have an increased level of expertise, such that escalations from the lower level engineers or their client groups are handled by this group.

Problem Solving: Involved in the evaluation, selection, adaptation and modification of standard techniques, procedures and criteria. Involved with specific problems escalated from a technician, the field, client or customer. Provides guidance to technicians and installation vendors establishing MOPs.

Business Contribution/Impact: Assumes accountability as a resource for decisions required. Provides near term focus on resolution of immediate 911 CPE issues. Takes the lead in working with the 911 CPE vendor and others during outage situations. Works the technical bridge to resolve the outage in a timely and efficient manner. Teams with Product Selection and the AMC groups giving technical support.

Communication: Effective oral, written, and presentation skills required. Ability to communicate effectively with personnel within direct sphere of influence. Must also be able on a regional basis, to present and deliver to an open forum, findings and studies of a technical nature. These forums shall have direct influence on company directives and policies.

Teamwork: Provides guidance/assistance/development in the training of employees. Researches solutions for corporate and entity needs. Actively contributes in a team environment and proactively shares information with others. Takes on a leadership role in the development and investigation of solutions at the Tier II or Tier III level. This will incorporate being a facilitator for various work groups outside of the individual work group they currently belong to.

Personal Interaction: Interacts effectively with a wide range of people, issues and technical situations. Occasionally dealing on a regional team with various levels of management within and outside the company.

Initiative: Takes ownership and accountability in areas assigned, and provides technical leadership in interface with other organizations.

Customer Focus: Understanding of client issues and strategies. Imparts 911 CPE technical knowledge cross-organizationally to meet internal/external customer needs.

Qualifications
  • 4 year Technical degree and/or 3-5 years relevant work experience or equivalent documented work experience working with 911 CPE systems.
  • Minimum 2 years experience installing Microsoft Windows Operating Systems and other software applications.
  • Minimum 2 years experience with Windows based servers and workstations.
  • Basic telephony knowledge
  • Basic Computer shooting skills (CompTIA A+ certification desirable).

Alternate Location: US-Colorado-Littleton

Requisition #: 216495

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at

EEOStatement

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.

Disclaimer

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.


Associated topics: client support, customer support, desk, edi, help desk, information technology help desk, msword, technical support, technical support specialist, troubleshoot * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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