Reporting to the Manager of Operations Center Hosting Compute, the Associate Engineer is responsible for proactive monitoring, diagnostics and resolution of Tier 1, 2, and 2.5 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 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 AND/OR
Working knowledge and understanding of Microsoft operating systems
Alternate Location: UK-Berkshire-Winnersh
Requisition #: 219267
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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