**CenturyLink (NYSE: CTL) is a global communications, hosting, cloud and IT services company enabling millions of customers to transform their businesses and their lives through innovative technology solutions. CenturyLink offers network and data systems management, Big Data analytics and IT consulting, and operates more than 55 data centers in North America, Europe and Asia. The company provides broadband, voice, video, data and managed services over a robust 250,000-route-mile U.S. fiber network and a 300,000-route-mile international transport network.**
The DCS is accountable for providing 24 x 7 cabling, network and system support for customers and infrastructure in the CTL Data Centres and at client sites, as and when required.
This position requires the role holder to work on a rotational shift pattern to cover the operating hours.
Provide internal and external customers with exceptional 24x7 customer service support including billable requests and physical security functions.
**KEY RESPONSIBILITY AREAS**
+ Work directly with the customer (internal and external), conduct problem identification and troubleshoot activities, as necessary, to isolate the root cause of a problem
+ Resolve or escalate problems upwards, following guidelines. Communicate problem resolution status to the customer, co-ordinate timeframes for call backs or resolution and the assignment of priorities with the Operations Centre
+ Prepare & install co-location cabinets for clients
+ Installation/de-installation of client and infrastructure equipment
+ Provision of all cabling within Data Centre facilities
+ Perform onsite Data Centre support including monitoring electrical power systems, systems & security alarms, asset management-tagging, documentation-logs, vendor escorts, be the primary contact for Customer Project Managers and the Operations Centre
+ Perform IDC responsibilities: Telco duties that include laying, terminating and testing both Cat5/6, co-axial and Fiber Optic cable
+ Responsible for the installation and troubleshooting of all copper and fiber customer cross connects.
+ Perform audits, maintain portal records and other appropriate tools
+ Install network CPE at client sites and perform breakfix/hands activities at client sites and other facilities
+ Manage and prepare incoming and outgoing customer tape backups. Performing daily tape rotation tasks
+ Support and communicate customer billable requests through a trouble ticket system.
+ Provide customer support to external clients at their sites
+ Provide visibility and support to the Facilities team when monitoring the Data Center’s building controls.
+ Perform and execute installation projects.
+ When required, escalate events in a timely manner to the appropriate team according to proper procedures.
+ Maintain documentation of network systems infrastructure, cross connects and circuit audits.
+ Assist customers with after hours shipping and receiving.
+ Monitor and control access to the Data Center to prevent unauthorized access.
**SUCCESS MEASUREMENTS**
+ Resolution or escalation of problems within specified SLAs
+ Have a ‘can do’ attitude and a willingness to work hard to achieve corporate goals
+ Be a positive, contributing member of the team whose views are respected
RELEVANT EXPERIENCE, KNOWLEDGE & TRAINING REQUIRED TO PERFORM THE ROLE
**Essential**
Operational and technical experience within an IT environment
Competent in Data Centre standard policies and procedures
Desktop Support Skills – track record of supporting XP users and associated hardware
Working knowledge of UNIX, Linux or MSFT
Working knowledge of network routers and switches e.g. CISCO, Juniper
Competent in cable and server installation techniques and practices
Working knowledge of tools such as ping, traceroute, nslookup, telnet and ftp
2+ years of operational experience and technical experience in an IT environment.
Engineering Diploma or equivalent standard, must be proficient in English.
**_Desirable_**
Experience with Telecom DWDM equipment
Experience with routine maintenance and emergency service on data center critical systems, including: diesel generators, UPS systems, electrical switchgear, power distribution equipment, chillers, HVAC equipment, fire detection/suppression and building monitoring systems.
Possess an understanding of basic routing, network, and TCP/IP fundamentals including subnetting and routing protocols
Hold technical certifications in Cisco/Juniper/MS certifications, and have some familiarization with Cisco and/or Juniper hardware platforms
TO PERFORM THE ROLE SUCCESSFULLY COMMUNICATION AND INTERFACE IS REQUIRED WITH:
**Internal**
**External**
All departments
Vendors
**COMPETENCIES**
**Personal Competencies**
**_Professional Competencies_**
Flexible and adaptable
Demonstrable client facing skills
Team Player
Ability to work under pressure
Good communication skills
Understand and work to schedules
Energetic nature
**_Inter-personal Competencies_**
Confidence in customer-facing situations required for the delivery of services to customer base