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About Lumen
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.
The Role
The Windows Senior Engineer is a technical specialist working as part of the EMEA Managed Services Windows team. The role will be working a 40-hour week on a shift pattern which includes weekends working either Tuesday to Saturday or Sunday to Thursday and covering the EMEA teams’ hours of 07:30-17:30 GMT. 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.
The Main Responsibilities
- 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 always up to date on incident progress.
- Maintain, troubleshoot, and coordinate 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.
- Identify and deliver opportunities of automation to support the global team's efficiency efforts.
- 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 the 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.
What We Look For in a Candidate
- Bachelor’s degree in IT, Microsoft professional qualifications and/or 6+ years of related experience in a technical support role
- 3+ years' experience in server maintenance and troubleshooting role
- Detailed working knowledge of Microsoft Operating Systems (Windows 2003, 2008, 2012, 2016, 2019)
- Detailed knowledge of VMware and virtual environments.
- Working Knowledge of one or more of the following: Active Directory, DNS, Microsoft SQL, IIS, Netbackup, McAfee, Microsoft Clusters
- Working knowledge of Server monitoring
- Experience with Ansible/Shell/Perl/Expect/Powershell and/or other scripting languages and/or web development technologies
- Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
- Be organized and be able to work under pressure
- Preferred: Knowledge and interest in Unix and/or Linux
- Preferred: ITIL accreditation
What to Expect Next
Requisition #: 327558
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.
We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know
We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.
