CenturyLink (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 worlds 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.
Reporting to the Manager of Operations Center Hosting Compute, the Associate Engineer is responsible for proactive monitoring, diagnostics and resolution of Tier 1, 2, and2.5 issues related to the CenturyLink customer base in a team oriented support center.Job Description
The Adaptive Desk team is accountable for all platform support for CenturyLink managed hosting customers, comprising of Incident Management, Change Management, Request Fulfillment, Event Management and interacting closely with Problem management.
Prove to our customers that every experience matters by delivering the best customer experience possible
Follow all documented procedures related to the Associate Engineer position
Keep the client and their open tickets up to date at all times on incident progress
Manage, triage and resolve tickets raised off of alerts received from our hosting environment
Manage, triage and resolve tickets raised by the customer via telephone, e-mail and portal
React to proactive events in a timely manner as specified in the procedural documentation and training
Work with management on individual and team wide progress and improvements
Work in a team environment - multi-culture and global
Duties as assigned by supervisor
Confident, professional and courteous when dealing directly with clients
Excellent written and verbal communication skills
Ability to work under pressure
Positive, proactive and can-do attitude
Proactive and energetic nature
Basic knowledge and understanding of networking protocols and infrastructure
Working knowledge and understanding of UNIX/Linux operating systems OR
Working knowledge and understanding of Microsoft operating systems
Previous VMware experience
Host and network based firewalls
Understanding of Web Technologies: DNS, Load Balancers, Apache, IIS
Understanding of Cloud Hosting technologies: AWS, Azure, CenturyLink Cloud
Previous system administration experience with related technologies
Education or Equivalent Experience:
A degree in IT, Red Hat or Microsoft professional qualification or equivalent proven experience in a technical support role
Possess 1-2 years' experience in a server support and/or troubleshooting role.
Alternate Location: US-Missouri-Town And Country
Requisition #: 214483
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.
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