IT Operations Technical Support 1

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Date: Sep 26, 2017

Location: Town And Country, MO, US, 63017

CenturyLink (NYSE: CTL) is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink for more information.

Job Summary

The IT Operations Techncial Support 1 - System Administrator (Windows/Unix), part of the Global Hosting Compute Engineering team, is an integral role working as part of the Global Operations Center. This role is designed to focus on working with clients and engineering with the aim of reducing alerts, effectively managing customer environments and resolving problems in a customer’s infrastructure.


The System Administrator’s responsibilities include managing the Netcool monitoring tool, maintaining the monitoring client and the investigation and resolution of hosting incidents and requests from both CenturyLink’s clients and internal teams.  Technical troubleshooting includes investigating unavailable URLs, down servers, resource utilization and using system logs to understand the source of incidents.  The System Administrator will work with engineers on a variety of tasks when required to enable them to develop skills/knowledge required to progress into an engineering role.

Job Description

  • Prove to our customers that every experience matters by delivering the best customer experience possible
  • Keep the client  and their open tickets up to date at all times on incident progress
  • Support hosting clients and coordinate with clients to ensure that devices are monitored in the correct way and thresholds are set at the correct levels
  • 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
  • Manage, triage and resolve tickets raised by internal teams
  • Ability to administer, configure and install monitoring agent
  • Monitor Netcool tool for incoming events from our hosting environment
  • Initiating projects to ensure overall event reduction
  • Work with monitoring and automation teams to report issues and submit enhancement requests
  • Ensure all alerts are actioned as required, including following knowledge base articles and support procedures to resolve alerts
  • Daily review and action of open cases  in the global team’s and your personal ticket queue
  • Follow major incident management (MIM) procedures as required
  • Work with management on individual and team wide progress and improvements
  • Production of detailed weekly report on individual progress in regards to yearly goals


  • Confident, professional and courteous when dealing directly with clients
  • Excellent written and verbal communication skills
  • Outgoing team player with the ability to liaise with other team members and take the lead on decision making
  • Ability to work under pressure
  • Positive, proactive and can-do attitude
  • Proactive and energetic nature
  • Supportive and committed team player
  • Working knowledge and understanding of UNIX/Linux operating systems
  • Working knowledge and understanding of Microsoft operating systems
  • Basic knowledge and understanding of networking protocols and infrastructure
  • Live within commutable distance of primary office location
  • A degree in IT, RedHat/Solaris or Microsoft professional qualification or equivalent proven experience in a technical support role
  • Possess 1-2 years’ experience in a server support and/or troubleshooting role.



Associates or Equivalent

Alternate Location: US-Missouri-Town And Country

Requisition #: 156823

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at 

EEO Statement

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.

Nearest Major Market: St Louis

Job Segment: Operations Manager, Technical Support, Engineer, System Administrator, Technology, Operations, Engineering

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