CenturyLink Sr IT 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 ‘Operations Engineer - Hosting Compute UNIX’ is a technical specialist working as part of the Hosting Compute team. The team provides world-class support to a global enterprise-level client base and is responsible for incident resolution, processing of change requests, responding to requests for information, and contributions to problem management for Red Hat Enterprise Linux platform customers.
Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
Be organized and be able to work under pressure
Be motivated and possess a 'can do' attitude
Proactive and energetic nature
Live within commutable distance of primary office location
Adhere to Operations Center processes and procedures at all times
Resolve tickets and perform escalations within the SLA timescales
Provide good communication with customers throughout incident lifecycle
Keep management abreast of issues and escalations
Customer satisfaction surveys produce positive responses
Maintain peer-level KPIs within normal levels
Ability to work a 4 day work week with 10 hour days. Schedule will be either Sunday through Wednesday or Wednesday through Saturday, 9am to 7pm.
Resolve third-level support cases without escalation, 90% of which should be resolved without escalation.
Escalate to the relevant engineering teams as required, promptly following procedures and ensuring management is updated accordingly
Ensure clients and tickets are up-to-date at all times
Maintain, troubleshoot and coordinate replacement of faulty hardware
Plan, review, approve, and execute client change requests in a timely manner as requested by customers, account teams, and management
Escalate critical issues and outages to management as per procedures
Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into case notes
Review and action open cases daily, updating Operations management on current cases and their status as appropriate
Update Operations team on any projects being worked on
Create weekly reports as requested by manager
Provide comprehensive handovers to global peers at the end of shift
Attend team meetings and other meetings as requested by management
Log cases to third-party vendors to request assistance on unresolved issues
Compliance - work with the CenturyLink Client base to organize and schedule compliance items such as hardware and software updates, firmware revisions, and OS/application patching
Detailed working knowledge of Red Hat Enterprise Linux
Detailed working knowledge of server hardware troubleshooting
Working knowledge of networking
Working knowledge of backup and recovery procedures and tools (any vendor)
Working knowledge of virtual machine setup and management (any vendor)
Working knowledge of external storage management (any vendor)
Detailed working knowledge of HP server hardware
Detailed working knowledge of networking in an enterprise environment
Detailed working knowledge of storage management in an enterprise environment (NetApp and 3PAR)
Detailed knowledge of VMware and virtual environments.
Working knowledge of server monitoring and management techniques
Working knowledge of one or both of the following:
Non-Red Hat Linux distributions (including CentOS)
Scripting (Shell/Perl, PowerShell, HPSA)
Netbackup (installation, troubleshooting infrastructure and backup job failures)
HPSA (use of)
A degree in IT, Red Hat professional qualifications (RHCSA or RHCE) or equivalent proven experience in a technical support role
3-5 years' experience in a server support and troubleshooting role
Bachelors or Equivalent
Masters or Equivalent
Alternate Location: US-Missouri-Town And Country
Requisition # : 196722
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.