CenturyLink Technical Service Engineer - UNIX 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 Lead IT Systems Engineer/Technical Service Engineer (TSE) 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 TSE 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 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.
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 07:00 and 19:00. Occasional after hour support may be required based on customer 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 Centre to reduce re-occurring incidents
Provide consultative assistance to the Operations Centre 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
Previous Operating Systems support experience 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 Solaris, Redhat, RHEL 4 and 5, Solaris 9 and 10)
Hardware and firmware exposure in virtual and physical systems environments (HP, Sun, VMware, Egenera)
Server Loadbalancer configurations and support (F5, Cisco ACE, Foundry Server Iron etc.)
Common web server support (Apache, etc)
Hands on experience with one or more of the following:
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, Inkra)
Experience with Shell/Perl/Expect/Powershell and/or other scripting languages and/or web development technologies like HTML, XML, Java
Familiarization with SAS-70 and ITIL guidelines and practices
Technical certifications in areas of expertise (Cisco, Juniper, Redhat, MS, ITIL, Nortel, Ciena)
Project Management experience
Bachelor’s degree or equivalent education in related fields
5+ years of experience in systems support role
Certificates of training in associated fields/equipment
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
Masters or Equivalent
Bachelors or Equivalent
Alternate Location: US-Missouri-St Louis
Requisition # : 196730
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.