Don't wait! First round interviews are being scheduled now.

Experience:
5+ years of experience
Concerned about your lack of experience? Learn More...
Employment Type:
Full time
Posted:
1/6/2016
Job Category:
Information Services
See more jobs for students and recent grads who studied:
IT OPERATIONS TECHNICAL SUPPORT 2 1
CenturyLink | Santa Clara, California
Tell Us More About Your Job Preferences
By telling us what you think of this job, we can help find jobs that match your interests. If you want to see more jobs like this, click on the smiley face. Or if this job isn't what you are looking for, click the frowny face. Learn More...

Follow This Company
Share

Job Description

CenturyLink is the third largest telecommunications company in the United States and is recognized as a leader in the network services market by technology industry analyst firms. The company is a global leader in cloud infrastructure and hosted IT solutions for enterprise customers. CenturyLink provides data, voice and managed services in local, national and select international markets through its high-quality advanced fiber-optic network and multiple data centers for businesses and consumers. CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations.

This is a shift position, Sunday - Wednesday, 10 PM - 8 AM, Pacific time
 
Position Objectives: 

 

  • Demonstrate understanding of customer's applications and components associated with each application after in depth training and formal on boarding.
  • Single point of contact for all customer communications and escalations.
  • Thorough understanding of Monitoring Tools, IT standard operating procedures (SOP), work instructions (WI) and Server support documentation for Network Operations Center (NOC).
  • Provide training and mentoring to other team members as they progress in mastering their professional skills and as they learn company and industry best practices
  • A strong team player who is accountable towards business urgency, work in shifts to provide onsite 24x7 coverage to customer, be flexible to work beyond stipulated hours
  • Participate in 24x7 on call support rotation schedule.

Essential duties:  
 

  • Answer the dedicated NOC phone line, create tickets based on customer requests
  • Build, configure, deploy, and maintain servers running Microsoft Windows Server 2008. Perform basic troubleshooting and escalate to appropriate teams as needed
  • Actively participate in implementations, migrations, 24x7 support on all turnkey project to all levels of hosting, operations, service level delivery
  • Analyze and report on network, server and application alerts generated by the monitoring tools (Netcool, Tivoli, HP Open View, Site Watch and Performance Monitor).
  • Monitor the Outlook Inbox and ITSM/Maximo/Remedy ticket queue, act as first line of contact for all trouble ticket issues, respond to customer requests, trouble tickets and other scheduled activities within the SLA requirements
  • Provide input to shift reports and coordinate hand-over of incomplete activities to the next shift engineers. Maintain the Shift Log and deliver the report to customer distribution list
  • Responsible for understanding contractual SLA's and accountable for ensuring SLA compliance during the covered shift.
  • Attend all customer change management calls, crisis center calls, report all alerts to the NOC Lead and the customer Crisis Center, engage engineering resources as needed
  • Responsible for taking servers in and out of GTM load balancer, rebooting servers, caching the servers and putting them back into production. Responsible for monitoring tape backups daily and performing tape rotation on a monthly basis.
  • Using customer custom scripts to make critical changes, verify and validate server answer file prior to using scripts.
  • Responsible for hardware parts replacement using on site spares. Co-ordinate activities with local operations teams in different data centers for break-fix/hardware replacements.
  • Working with equipment vendors to get RMA faulty equipment and maintaining spares inventory. Interface with partners and vendors such as Cisco, HP, ILX  and EMC to perform needed support
  • Manage access to various cages in different data centers.

Required skills:  
 

  • Technical knowledge and understanding of internet architecture and technology solutions involving  HP/Dell blade servers, EMC, LTM load balancers and Cisco routers and switches
  • Experienced with Microsoft Windows 8/ windows server 2008, command line and GUI utilities, basic configuration of HP CX 7000 chassis and virtual connects
  • Experienced with various monitoring tools and ability to perform basic troubleshooting such as Restart IIS, reboot servers, review system and application logs, send logs as requested
  • Basic understanding of application flow, IIS and DNS, be able to make DNS changes
  • Understand and be able to use utilities such as nslookup, ping, traceroute, pinch.
  • Working knowledge and/or understanding of server automation with emphasis on unattended installs (operating systems, custom applications) using computer associates Desktop server manager.
  • Racking, stacking and cabling of equipment. Initiative and ability to work in a self-directed manner with a working knowledge of protocols such as TCP/IP, ICMP, SOAP, UDP, NTP, SMTP, SNMP,RDP
  • Excellent phone and written communication skills, ability to articulate the changes requested on change management calls into actionable items by communicating up stream as well as downstream
  • Self-starter requiring to work with little or no direction
  • Ability to handle multiple tasks and responsibilities. Ability to follow through and bring closure to open incidents
  • Ability to maintain professional demeanor under pressure like conditions

 
Desired skills: 

 

  • Certification(s) in areas of expertise MCP, MCSE or higher

 
Education or Equivalent Experience:

 

  • Minimum of 3 to 5 years relevant experience in NOC/production support environment (preferably  in the financial vertical)
  • Bachelors or equivalent experience required.
  • DICE 1

Alternate Location: Santa Clara, CA (California)

Company Statement

CenturyLink is an industry-leading provider of communications, high speed Internet and entertainment services from coast to coast.  Our combination of business and residential service solutions - including home and wireless voice solutions and digital television - provide innovative solutions to our customers.  CenturyLink is proud to be a participant in the U.S. General Services Administration Networx program, the largest communications services contract in the world.  CenturyLink offers you the opportunity to develop and cultivate your career as we lead the communications industry into the future.

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.

About CenturyLink

Company Description

CenturyLink is the third largest telecommunications company in the United States. The company provides broadband, voice, wireless and managed services to consumers and businesses across the country. It also offers advanced entertainment services under the CenturyLink™ Prism™ TV and DIRECTV brands. In addition, the company provides data, voice and managed services to enterprise, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink's customers range from Fortune 500 companies in some of the country's largest cities to families living in rural America. Headquartered in Monroe, La., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America's largest corporations.

Mission & Values

Our Unifying Principles represent the fundamental values upon which CenturyLink was built, and they will continue to serve as the foundation upon which we continue to grow and prosper, conduct our business and relate to one another, as well as to our customers, shareholders, business associates and the general public. We are committed to these principles, which unify our beliefs into a cohesive philosophy that guides our actions in all matters.

Read more about how CenturyLink employees are living the Unifying Principles in Above & Beyond. The Unifying Principles are:

Fairness – The Golden Rule
We will strive to:
•    Exercise fairness in all dealings with customers.
•    Treat business associates fairly in all transactions.
•    Compensate and promote employees in an equitable manner.
•    Be fair in efforts to meet and exceed the expectations of our shareholders.
•    Treat others as we would like to be treated.

Honesty and Integrity
We will:
•    Be truthful in all dealings with customers, employees, shareholders, business associates and the general public.
•    Strive to conduct ourselves in a manner that will merit the respect of customers, employees, shareholders, business associates and the general public.

Commitment to Excellence
We will strive to:
•    Provide high-quality services and products in an efficient manner.
•    Deliver the best possible customer experience.
•    Provide favorable long-term value to our shareholders.

Positive Attitude
We will strive to:
•    Emphasize the positive in all dealings with customers, employees, shareholders, business associates and the general public.
•    Approach every task in a positive manner with energy and enthusiasm.

Respect
We will strive to:
•    Maintain genuine concern for fellow employees, customers, shareholders and business associates.
•    Recognize and respect each employee, each customer, each shareholder and each business associate as an individual.

Faith
We will strive to:
•    Maintain confidence in our abilities as individuals to fulfill our assigned responsibilities.
•    Trust in the capabilities of our company leaders and fellow employees.
•    Have confidence that the strength of our combined, collaborative efforts will lead us to fulfill our company mission.

Perseverance
We will strive to:
•    Continue to work toward our mission, goals and objectives in spite of obstacles and in a manner consistent with our Unifying Principles.

Benefits

In exchange for your talent and dedication, our company will provide a wide range of health and wellness benefits. This combination unites two very similar corporate cultures that share a strong commitment to their customers and the communities they serve. Benefits vary across our businesses. If you receive an offer, please review your benefits with Human Resources as there may be variances.

  • Medical Coverage and Prescription Drug Programs
  • Dental Coverage
  • Vision Service Plan
  • Health and Wellness Programs/Employee Assistance Program
  • Paid Time Off and Paid Holidays
  • Retirement Plans and 401(K)
  • Health Care and Dependant day care spending accounts
  • Life, Accidental Death and Dismemberment Insurance
  • Short Term and Long Term Disability
  • Career Development Programs