Lumen Senior Engineer - Various Locations | Review Posting in DES MOINES, Iowa
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
Provides Tier III engineering support to Lumen by working with the technical teams in delivering real-time technical support while interfacing directly with our US-based and international customers in a 7 x 24 x 365 Network Operations Center (NOC) and engineering support environment.
This position is available in the following locations. You must be located within a communtable distance for consideration.
TOWN AND COUNTRY, MO | APOPKA, FL | TEMPE, AZ | LITTLETON, CO | BROOMFIELD,CO | DES MOINES, IA | OMAHA, NE | MIDVALE, UT | MONROE, LA | TULSA, OK | NORCROSS, GA
The Main Responsibilities
Resolve third-level support cases without escalation, 90% of which should be resolved without escalation.
Escalate to the relevant engineering teams as required, promptly following procedures, and ensuring management is updated accordingly
Ensure clients and tickets are up to date at all times
Maintain, troubleshoot, and coordinate replacement of faulty hardware
Plan, review, approve, and execute client change requests in a timely manner as requested by customers, account teams, and management
Escalate critical issues and outages to management as per procedures
Provide detailed feedback to other groups on all incident resolutions, ensuring full details are entered into case notes
Review and action open cases daily, updating Operations management on current cases and their status as appropriate
Update Operations team on any projects being worked on
Create weekly reports as requested by manager
Provide comprehensive handovers to global peers at the end of shift
Attend team meetings and other meetings as requested by management
Log cases to third-party vendors to request assistance on unresolved issues
Compliance - work with the Lumen Client base to organize and schedule compliance items such as hardware and software updates, firmware revisions, and OS/application patching
What We Look For in a Candidate
Bachelor's Degree or equivalant with 6+ years of experience. 4+ with a Master's Degree.
Detailed working knowledge of Red Hat Enterprise Linux
Detailed working knowledge of server hardware troubleshooting
Working knowledge of networking
Working knowledge of backup and recovery procedures and tools (any vendor)
Working knowledge of virtual machine setup and management (any vendor)
Working knowledge of external storage management (any vendor)
What to Expect Next
Requisition #: 259355
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, gender identity, 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.
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.
Salary Min :
Salary Max :
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.
This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.
As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Min :
Salary Max :
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
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