IT Operations Technician

Centurylink Communications Uk Limited ,
Wokingham, Berkshire
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Overview

CenturyLink is a Global communications provider to 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. Summary 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. Description 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. Skills 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. 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. This job was originally posted as www.totaljobs.com/job/89638344

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