Technical Service Engineer
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.
Technical Service Engineer
The Hosting compute department is accountable for all platform support forCenturyLink managed hosting Clients, Comprising of Incident Management, Change Management, Request Fulfillment and interacting closely with Problem management.
The Support Engineer is responsible for leading the technical relationship of one or moreCenturyLink clients. They will provide superior support to a subset of CenturyLink Clients in a complex network and/or hosting solutions environment. The SE will review, approve and execute change requests to ensure successful change management. They will troubleshoot systems and network incidents to provide the maximum availability and optimal Mean Time To Repair. The SE will be responsible for ensuring a positive Client relationship. They will ensure the Operations Center has all documentation necessary to understand and support their clients
The role will be working on a shift pattern from Monday to Friday. The hours worked are a standard 8 hour day anytime between the hours of 7:
00 AM and 7:
00 PM. Occasional after hours support may be required based on customer environment needs.
Technologies
The SE will work within one of the two defined technology based teams that are Operating System platform specific.
Microsoft Platform
- Windows Server (2003, 2008, 2012 currently)
- IIS
- VMWare ESX
- MSSQL
Position Objectives:
- Identify, resolve, and/or escalate hosting issues according to procedural documentation and training
- Creative problem-solving to identify the source of problems
- Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of Client environments
- Through Client consultation, realize growth opportunities for production Client environments.
- Provide guidance to adjacent support tiers to assist in resolution of complex network, system and security incidents
- Provide and obtain timely updates to/from relevant parties (internal and external)
- Partner with the Problem Management Center to reduce re-occurring incidents
- Provide consultative assistance to the Operations Center during off hours as needed
- Review system and network configurations with Service Delivery to ensure successful implementation of services into production
- Perform incident trend analysis to promote a stable solution within the environment.
- Other duties as assigned
Required skills:
- 5
years of experience in server systems support role in enterprise, IT or service provider environment - Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
- Hands on experience including but not limited to:
- Systems OS such as Microsoft (Windows 2003/2008/2012 Server,)
- Hardware and firmware exposure in virtual and physical systems environments (HP, VMware)
- Common web server support (IIS, Apache, etc)
- A commitment to delivering a superior Client experience through direct interaction with Clients during support and change management
- Ability to quickly adapt to advancing technologies and procedural changes
- 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
- Excellent verbal, written and analytical skills
- Ability to follow established process and precudures.
Education or Equivalent
Experience:
Hands on experience with one or more of the following:
- Security technologies
- Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL etc.)
- Intrusion detection support and analysis
- Network and Systems hardware platforms
- Cisco routers and Switches
- Server Loadbalancers (F5, Cisco ACE)
- Experience with Shell/Perl/Expect/Powershell and/or other scripting languages and/or web development technologies like HTML, XML, Java
- Database administration
- Familiarization with SAS-70 and ITIL guidelines and practices
- Technical certifications in areas of expertise (Cisco, Juniper, MS, ITIL, Nortel, Ciena)
- Project Management experience
- Bachelors degree or equivalent education in related fields
- Certificates of training in associated fields/equipment
#LI-POST1
Alternate Location:
US-Missouri-Town And Country
Requisition # :
129922
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at
EEOStatement
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, protected 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.
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.
Estimated Salary: $20 to $28 per hour based on qualifications.
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