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 Hosting Network & Security Engineer is a technical specialist working as part of a Hosting Network Operations team. They will provide superior support to the Lumen Managed Network Clients in a complex network/hosting solutions environment. The Hosting Network & Security Engineer will review, approve and execute change requests to ensure successful change management. They will troubleshoot systems and incidents to provide maximum availability and optimal Mean-Time-To-Repair. The candidate will be qualified to a CCNP/JNCIS level or a similar proven track record of experience.
The Main Responsibilities
- Resolving first, second and third level support problems; 75% of which will be resolved without escalation.
- Escalating to the relevant team where required, promptly following procedures and ensuring management is updated accordingly.
- Ensuring the customer and ticket is up to date at all times.
- Involved in the planning, reviewing and execution of client change requests within SLO.
- Working closely with Tier 4 to proactively improve customer and infrastructure via problem management and project work.
- Maintain, troubleshoot and co-ordinate replacement of faulty hardware.
- Daily review and action of open cases; updating the customer and Operations Manager on current cases and their status as appropriate.
- To provide comprehensive handovers to peers at the end of shift.
- Working with 3rd party vendors to troubleshoot complex issues.
- Create, update and maintain the Network knowledge base and documentation repository.
What We Look For in a Candidate
Minimum Requirements:
- Confident and Professional in dealing directly with customers.
- Outgoing team player with the ability to liaise with other team members and take the lead on decision-making.
- Positive and Pro Active attitude.
- Working knowledge/understanding of Microsoft products.
- Troubleshooting basic Server problems.
- Ability to work under pressure.
- Supportive and committed team player.
- Experience of using Ticket Management tools.
- Escalations are performed within the SLA timescales.
- Good commutations with customers is required throughout incident lifecycles.
- Analytical skills.
- Have excellent written and verbal communication skills.
- Be organized and be able to work under pressure.
- Detailed working knowledge of a range of networking and security technologies, including:
- Cisco switches and routers
- Juniper switches and routers
- F5 Big-IP load balancers
- Check Point and Cisco ASA
- Able to demonstrate understanding of key networking concepts, including:
- TCP/IP
- Layer 2 and layer 3 switching and routing
- Routing protocols such as BGP and OSPF
- Security solutions such as firewalls, IDS/IPS, VPN, and SSL Certificates
- Load balancing best practices
- In-depth troubleshooting and strong analytical skills.
- Use of packet capturing technologies such as Wireshark.
- Knowledge of platform technologies including Microsoft Windows, Unix and/or Linux.
- DNS
Preferred Requirements
- Ability to design, implement, and support iRules for F5 BIG-IP appliances.
- Knowledge of other network and security technologies, including:
- Palo Alto firewalls
- A10 load balancers
- ACI/SDN next-generation networking
- Knowledge of other network and security services
- DDoS
- Cloud services
- A degree in IT or equivalent proven experience in technical support roles for high-availability data center infrastructures.
- ITIL accreditation
What to Expect Next
Requisition #: 325697
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what’s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
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, gender expression, 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.
Disclaimer
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 Range
72540
161520
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. 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Salary Range
72540
161520
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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