Associate Operations Engineer - Windows

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Date: Oct 5, 2017

Location: Winnersh, WOK, GB, RG41 5TS

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

Operations Engineer - Windows

CenturyLink is a global IT solutions leader that powers the needs of businesses of all sizes through our hybrid IT services including public and private cloud, data centre colocation, managed hosting and network services.

In Europe, we work with leading brands, such as Cancer Research UK, easyJet, Euromoney, G4 Security and Universal Music. Every day we help our clients to deliver agility, innovation and speed to market for their businesses. Every minute they harness the scalability and economics of cloud-based technologies.

An S&P 500 company, CenturyLink is included amongst the Fortune 500 list of America's largest corporations, employing over 48000 people worldwide with operating revenue in excess of 17 billion dollars.

Job Description

Job Responsibilities

The Operations Engineer - Windows is a technical specialist working as part of a Hosting Compute team. The hours worked are a standard 8.5 hour day anytime between the hours of 07:00 and 19:00.

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.

  • 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 up to date at all times on incident progress.
  • Maintain, troubleshoot and co-ordinate 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.
  • 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 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 CenturyLink Client base to organise and schedule compliance items such as hardware and software updates including firmware revisions and OS and Application patching.
  • Good communications with customers provided throughout incident lifecycle.
  • Engineering and Senior Management are kept abreast of appropriate escalations.
  • Customer satisfaction surveys produce positive responses.
  • Peer level KPI's are within normal levels.


  • Minimum Qualifications

  • Detailed working knowledge of Microsoft Operating Systems (Windows 2008 & 2012)
  • Detailed knowledge of Active Directory, DNS and Microsoft Networking.
  • Detailed knowledge of VMware and virtual environments.
  • Detailed knowledge of Microsoft Clusters
  • Working Knowledge of one or more of the following, Citrix, Microsoft SQL, Exchange, ISA, Netbackup, SCCM.
  • Working knowledge of IIS and web server applications.
  • Working knowledge of Server monitoring 
  • Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
  • Be organized and be able to work under pressure
  • Be motivated and possess a 'can do' attitude
  • Proactive and energetic nature
  • Live within commutable distance of primary office location
  • Working knowledge of Server monitoring 
  • Possess analytical troubleshooting skills combined with excellent written and verbal communication skills
  •  Preferred Qualifications

  • A degree in IT, Microsoft professional qualifications or equivalent proven experience in a technical support role.
  • Previous experience in server maintenance and troubleshooting roles.


Associates or Equivalent

Alternate Location:  UK-Berkshire-Winnersh 

Requisition #: 152511 

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. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

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

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