IT Operations Associate Engineer - Adaptive Support

CenturyLink   •  

Town And Country, MO

Industry: Telecommunications.


Less than 5 years

Posted 394 days ago

ob Summary

Reporting to the Manager of Operations Center Hosting Compute, the Adaptive Support Associate Engineer is responsible for proactive monitoring, diagnostics and resolution of Tier 1, 2, and 3 hosting compute and network issues.

The Adaptive Support team is accountable for all platform support for a subset of CenturyLink’s enterprise managed hosting customers, comprising of Incident Management, Change Management, Request Fulfilment, Event Management and interacting closely with Problem management.

Common technologies that are supported inlcude Linux (Red Hat), Microsoft Windows Server, VMware, load balancers, and more. Cloud experience (AWS and Azure) is a plus.

Job Description

  • 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


  • Windows Server 2003, 2008, and 2012 support background
  • Red Hat Enterprise Linux support background
  • Previous VMware experience
  • Host and network based firewalls
  • Understanding of Web Technologies,  i.e. DNS, Load Balancers, WebSphere, IHS, PHP
  • Previous system administration experience with related technologies
  • 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
  • Working knowledge and understanding of Microsoft operating systems
  • Live within commutable distance of primary office location

Requisition #: 148925