CenturyLink IT Operations Technician 2 in Winnersh, United Kingdom

About CenturyLink

CenturyLink at http://www.centurylink.com/ (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 world’s 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.

Job Summary

Reporting to the Manager of Operations Centre Hosting Compute, the Associate Engineer is responsible for proactive monitoring, diagnostics and resolution of Tier 1, 2, and 3 issues related to the CenturyLink customer base in a team oriented support centre.

The Adaptive Desk team is accountable for all platform support for CenturyLink managed hosting customers, comprising of Incident Management, Change Management, Request Fulfilment, Event Management and interacting closely with Problem management.

This is a shift role working Sun-Thurs 07:00 – 16:00.

Job Description

  • 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

Qualifications

Required Skills:

  • 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

Alternate Location: UK-Berkshire-Winnersh

Requisition #: 207904

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/