CenturyLink Lead IT Systems Engineer in Town And Country, Missouri
CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.
The Hosting compute department is accountable for all platform support for CenturyLink 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 more CenturyLink 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.
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
Section Title: Qualifications Qualifications
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 procedures.
Masters or Equivalent
Bachelors or Equivalent
Alternate Location: US-Missouri-Town And Country
Requisition # : 182013
This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/
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.