CenturyLink Lead IT Engineer in St Paul, Minnesota
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.
CenturyLink has an opening for a Lead Engineer in the secured office areas within the Security Operations Center (SOC): The SOC provides customer support and trouble resolution for a specific government contract. The successful candidate will hold, or be able to obtain, the required Top Secret clearances. Selected candidate must successfully complete required certifications within the designated timeframe.
The network includes two types of data services, Ethernet VLANs and Layer 3 VPNs, also support for Multiple VLAN Registration Protocol (MVRP) and dynamically configured VLANs.
The Lead Engineer position is responsible for providing expert help and technical support to CenturyLink customers, which includes troubleshooting support at the application layer.
Interfaces with internal CenturyLink departments, outside vendors, carriers and end user customers.
This position has direct impact on the resolution of complex trouble situations.
5+ years of network management and technical customer support experience; call center experience is a plus.
Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7+ years of related work experience.
Alcatel Lucent Network Routing Specialist (NRS) I certification is highly desired.
Cisco and Juniper or other networking certifications are a plus.
Security+, CISSP, GIAC, or other security certifications are a plus.
High level physical layer troubleshooting for Ethernet, DS3 through OC48 circuits, including Titan, Alcatel DCCS, and optical wavelength experience.
Expert ability to support application troubleshooting to include, but not limited to, video, audio, imaging, distributed storage, and digital data services provided both internally among directly-connected customer sites and externally to government, research, and academic networks both at private and public IXP. Knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems.
Expert knowledge with IP routing on multiple router platforms, including data transfer rates or limitations, Quality of Service (QoS) controls, ensure that the Round-Trip Delay (RTD) goals are maintained, capacity management, be able to define and describe exceptions or limitations to meeting performance or availability requirements.
Expert knowledge of PRN networks and routing protocols: BGP, VPLS, DNSSEC.
Experience in performance management, details on addressing (IPv4 and IPv6) or other protocol information, routing table and multicast configurations, problem and fault isolation.
Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. Mentor others on best practices for solving complex troubleshooting scenarios.
Experience with DMZ maintenance.
Experience with Network Management Services (NMS) and reporting, fault management, configuration management, fulfill contract verification of service, unique network support or management criteria, and customer support management and reporting.
Detailed understanding of the OSI networking model physical, data link, and network layers.
Ability to measure network performance aspects such as latency, jitter, and packet loss.
Drive the research for any security incident and the resulting reporting: Malicious network activity mitigation, IP Spoofing prevention measures, DDOS and netflow monitoring, comprehensive monitoring and alarming of infrastructure components.
Define and manage the baselines of network device, access control lists, firewall, antivirus policy, and host configurations.
Consult with the customer to define the intrusion detection policy, as well as Identification & Authentication policy and procedures.
Be a key contributor in the Technical Advisory Panel (TAP), which will identify issues, problems, and/or opportunities to improve services and systems and then propose major network modifications, upgrades and improvements.
General Work Competencies / Abilities:
Apply excellent customer service and communication skills.
The desire to mentor others and give support in a complex 24x7 call center.
Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
The ability to be on-call and work some off hours and during holidays.
Experience mentoring/training/coaching/collaborating with other employees.
Assist and coach others in resolving the most difficult troubleshooting scenarios.
Initiate internal escalations on customer’s behalf and provide follow up.
Network Management (NMS) tool alarms.
Outage reporting and updates for Priority One, Two Three and Four Issues;
Critical or emergency maintenance notifications
Effectively manages customer expectations (status and clear description of activities).
Ability to work independently with minimal supervision and drive research in the quest for greater knowledge and technical depth.
Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.
Some travel may be required.
Ability to proactively learn in an ‘on-the-job’ training environment.
Ability to typically work general office hours, but find ways to reasonably support all shifts in a 7x24x365 environment.
Alternate Location: US-Minnesota-Golden Valley; US-Minnesota-St Paul
Requisition # : 140847
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.