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IT Operations Technician - Hosting Compute Windows
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Town And Country, MO Town And Country, Missouri |
About this job
CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.
Description:
The CenturyLink Technology Solutions Associate Operations Engineer -- Hosting Compute Windows (IT Operations Technician 2) is a technical specialist working as part of a Hosting Compute team. The role will be working on a shift pattern which may include weekdays and\or weekends. The hours worked are a standard 10.5 hour days anytime between the hours of 10:00 and 20:30.
The team provides world class support to an enterprise level client base responsible for incident resolution, processing of change requests, and contributions to problem management for all Microsoft platform cases. The candidate will ideally be an IT Graduate and be qualified to an MSCA/MCSE/MCITP level or possess a similar proven track record of experience.
Position Summary
Position Objectives:
* Resolving third level support cases; 90% of which will be resolved without escalation.
* Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
* Ensuring the Client 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 Client Service Partner, Engineering and Hosting Compute Manager.
* Escalation of critical issues/outages to Hosting Compute Management 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 Operations Management on current cases and their status as appropriate.
* Update Operations team on any projects being worked on.
* Creation of weekly reports published to the line manager.
* To provide comprehensive handovers to global peers at the end of shift.
* Attend Daily Operations and Change Review Meetings as required.
* Log cases to 3rd party vendors requesting assistance on unresolved issues.
* Compliance -- working with the CTL Client base to organize and schedule compliance items such as hardware and software updates including firmware revisions and OS and Application patching.
Required skills:
* Detailed working knowledge of Microsoft Operating Systems (Windows 2003, 2008, 2012)
* Detailed knowledge of VMware and virtual environments.
* Working Knowledge of one or more of the following: Active Directory, DNS, Microsoft SQL, IIS, Netbackup, McAfee.
* Working knowledge of Microsoft Clusters
* Working knowledge of Server monitoring
* Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
* Be organized and be able to work under pressure
* Be motivated and possess a 'can do' attitude
* Proactive and energetic nature
* Live within commutable distance of primary office location
Education or Equivalent Experience:
* A degree in IT, Microsoft professional qualifications or equivalent proven experience in a technical support role.
* Possess 1-3 Years' experience in server maintenance and troubleshooting role.
Position Requirements:
* Working knowledge of Server monitoring
* Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
* Be organized and be able to work under pressure
* Be motivated and possess a 'can do' attitude
* Proactive and energetic nature
* Live within commutable distance of primary office location
* Operations Centre processes and procedures are adhered to at all times.
* Escalations are performed within the SLA timescales.
* Good communications with customers provided throughout incident lifecycle.
* Engineering and Senior Management are kept abreast of appropriate escalations.
* Customer satisfaction surveys produce positive responses.
* Peer level KPI's are within normal levels.
Alternate Location: St Louis, MO (Must be located in this area)
Requisition # : 85210
EEO Statement
No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Disclaimer
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.
Description:
The CenturyLink Technology Solutions Associate Operations Engineer -- Hosting Compute Windows (IT Operations Technician 2) is a technical specialist working as part of a Hosting Compute team. The role will be working on a shift pattern which may include weekdays and\or weekends. The hours worked are a standard 10.5 hour days anytime between the hours of 10:00 and 20:30.
The team provides world class support to an enterprise level client base responsible for incident resolution, processing of change requests, and contributions to problem management for all Microsoft platform cases. The candidate will ideally be an IT Graduate and be qualified to an MSCA/MCSE/MCITP level or possess a similar proven track record of experience.
Position Summary
Position Objectives:
* Resolving third level support cases; 90% of which will be resolved without escalation.
* Escalating to the relevant Engineering team as required, promptly following procedures and ensuring management is updated accordingly.
* Ensuring the Client 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 Client Service Partner, Engineering and Hosting Compute Manager.
* Escalation of critical issues/outages to Hosting Compute Management 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 Operations Management on current cases and their status as appropriate.
* Update Operations team on any projects being worked on.
* Creation of weekly reports published to the line manager.
* To provide comprehensive handovers to global peers at the end of shift.
* Attend Daily Operations and Change Review Meetings as required.
* Log cases to 3rd party vendors requesting assistance on unresolved issues.
* Compliance -- working with the CTL Client base to organize and schedule compliance items such as hardware and software updates including firmware revisions and OS and Application patching.
Required skills:
* Detailed working knowledge of Microsoft Operating Systems (Windows 2003, 2008, 2012)
* Detailed knowledge of VMware and virtual environments.
* Working Knowledge of one or more of the following: Active Directory, DNS, Microsoft SQL, IIS, Netbackup, McAfee.
* Working knowledge of Microsoft Clusters
* Working knowledge of Server monitoring
* Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
* Be organized and be able to work under pressure
* Be motivated and possess a 'can do' attitude
* Proactive and energetic nature
* Live within commutable distance of primary office location
Education or Equivalent Experience:
* A degree in IT, Microsoft professional qualifications or equivalent proven experience in a technical support role.
* Possess 1-3 Years' experience in server maintenance and troubleshooting role.
Position Requirements:
* Working knowledge of Server monitoring
* Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
* Be organized and be able to work under pressure
* Be motivated and possess a 'can do' attitude
* Proactive and energetic nature
* Live within commutable distance of primary office location
* Operations Centre processes and procedures are adhered to at all times.
* Escalations are performed within the SLA timescales.
* Good communications with customers provided throughout incident lifecycle.
* Engineering and Senior Management are kept abreast of appropriate escalations.
* Customer satisfaction surveys produce positive responses.
* Peer level KPI's are within normal levels.
Alternate Location: St Louis, MO (Must be located in this area)
Requisition # : 85210
EEO Statement
No Discrimination. 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, 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. Any offer of employment is contingent upon the results of a pre-employment drug test and background check.
Disclaimer
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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