CenturyLink Hosting Network & Security Technical Service Engineer in Winnersh, United Kingdom
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 Network & Security Technical Service Engineer (TSE) is a technical specialist working as part of a Hosting Operations team.
The TSE is responsible for leading the technical relationship of one or more Centurylink clients on a tactical day to day basis, liaising closely and supporting, where appropriate, strategic initiatives led by the client account team. They will provide superior support to a subset of Centurylink customers 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 customer relationship. They will ensure the Operations Centre has all documentation necessary to understand and support their clients. The candidate will be qualified to a CCNP/JNCIS level or a similar proven track record of experience.
Resolving first, second and third level support problems
Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
Ensuring the customer and ticket is up to date at all times on incident progress.
Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
Involved in the execution of client change requests in a timely manner as planned by Customer Account Manager, Engineering and Command Centre Manager.
Escalation of critical issues/outages to Command Centre Manager and Customer Account Manager as per procedures.
Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into ticket case notes.
Daily review and action of open cases; updating Command Centre Manager on current cases and their status as appropriate.
To provide comprehensive handovers to peers at the end of shift.
Creative problem-solving to identify the source of problems
Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of customer environments
Through customer consultation, realize growth opportunities for production customer 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.
Logging cases to 3rd party vendors requesting assistance on unresolved issues.
Other duties as assigned
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 and NetScout.
Knowledge of platform technologies including Microsoft Windows, Unix and/or Linux.
Ability to design, implement, and support iRules for F5 BIG-IP appliances.
Knowledge of other network and security technologies, including:
Palo Alto firewalls
A10 load balancers
ACI/SDN next generation networking
Knowledge of other network and security services
A degree in IT or equivalent proven experience in technical support roles for high-availability data centre infrastructures.
Project management experience
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 192734
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/