CenturyLink Hosting Network TSE in WOKINGHAM, United Kingdom
CenturyLink at http://www.centurylink.com/ (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 Technical Support Engineer is responsible for leading the technical relationship of one or more CenturyLink Managed Hosting Network Clients. They will provide superior support to a subset of CenturyLink Managed Network Clients in a complex network/hosting solutions environment. The TSE will review, approve and execute change requests to ensure successful change management. They will troubleshoot systems and incidents to provide maximum availability and optimal Mean-Time-To-Repair. The TSE will be responsible for ensuring a positive Client relationship. They will ensure the Operations Centre has all documentation necessary to understand and support their clients. TSE’s will act as consultants in non-operational projects such as migrations or go-lives.
The candidate will be qualified to a CCNP/JNCIS level or a similar proven track record of experience.
Identify, resolve, and/or escalate Network issues according to procedural documentation and training.
Creative problem-solving to identify the source of problems.
Involved in the planning, reviewing and execution of client change requests within SLO.
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 proactive support to maintain customer hosted environment stability.
A commitment to delivering a superior customer experience through direct interaction with customers during support and change management
Confident and Professional dealing directly with customers.
Outgoing team player with the ability to liaise with other team members and take the lead on decision making.
Positive and Pro Active attitude.
Working knowledge/understanding of Microsoft products.
Troubleshooting basic Server problems.
Ability to work under pressure.
Supportive and committed team player.
Experience of using Ticket Management tools.
Escalations are performed within the SLA timescales.
Good commutations with customers is required throughout incident lifecycles.
Engineering and Senior Management are kept abreast of appropriate escalations.
Have excellent written and verbal communication skills.
Be organised and be able to work under pressure.
Detailed working knowledge of a range of networking and security technologies, including:
Cisco switches and routers
Juniper switches and routers
F5 Big-IP load balancers
Check Point and Cisco ASA
Able to demonstrate understanding of key networking concepts, including:
Layer 2 and layer 3 switching and routing
Routing protocols such as BGP and OSPF
Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
Load balancing best practices
In-depth troubleshooting and strong analytical skills.
Use of packet capturing technologies such as Wireshark.
Knowledge of platform technologies including Microsoft Windows, Unix and/or Linux.
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 207224
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.
We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know
We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.
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/