CenturyLink Technical Service Engineer - Network 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.
Technical Service Engineer - Network
CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.
In Europe, we work with leading brands, such as Cancer Research UK, easyJet, Euromoney, G4 Security and Universal Music. Every day we help our clients to deliver agility, innovation and speed to market for their businesses. Every minute they harness the scalability and economics of cloud-based technologies.
An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.
The Technical Service Engineer (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 MPLS network and 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 level or a similar proven track record of experience.
The role will be working on a shift pattern from Monday to Friday. The hours worked are a standard 37.5 hour week and can be flexible between the hours of 07:00 and 19:00.
Identify, resolve, and/or escalate 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 customer environments
Through customer consultation, realize growth opportunities for production customer environments.
Act as an escalation point and 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
Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
Hands on experience including but not limited to:
Cisco switches, routers and Firewalls
Juniper switches and routers
F5 Big-IP and Cisco ACE load balancers
Check Point Firewalls
Able to demonstrate understanding of key networking concepts, including:
Layer 2 and layer 3 switching and routing
Routing protocols such as BGP, OSPF, ISIS and EIGRP
Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
Use of packet capturing technologies such as Wireshark, tcpdump, and NetScout.
A commitment to delivering a superior customer experience through direct interaction with customers during support and change management
Ability to quickly adapt to advancing technologies and procedural changes
. 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
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
Experience in systems support role
Certificates of training in associated fields/equipment
Ability to design, implement, and support iRules for F5 BIG-IP appliances.
Knowledge of other networking technologies, including:
Nortel switches and routers
Alteon load balancers and SSL accelerators
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 141809
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/