Customer Solutions Engineer II

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

This is a great opportunity for someone who wants to develop their career with the experience of working in a large US technology company, based in our Basingstoke office. 

You will be part of a team of 6, in Basingstoke, the core hours of work are Monday to Friday 8.30am-5.30pm, working 40 hours per week.

As a member of the EMEA CSDE team, the EMEA Customer Solutions Engineer will be responsible for Gathering Technical Detail (IP & Security), bespoke configuration preparation and implementation of IP products across the Lumen Global Network. At all times ensuring the implementation meets customer expectations and business revenue requirements. 

The Customer Solutions Engineer is a subject matter expert for managed security services. Evaluating orders to determine best design.

Engages the customer and account team to resolve complex issues.

Provides leadership to the team by demonstrating a commitment to high quality and productivity standards.

The Main Responsibilities

Assists in providing solutions to customers networking requirements.

Manages a work queue of provisioning orders; meeting metric performance for all tasks; completing designs/configurations on-time and correctly.

Provides timely written status updates in the ordering systems; sets appropriate jeopardy status and engages appropriate resources to overcome obstacles which impeding order progress.

Manage the deliverables on customer design projects

Pro-actively drive the development of the engineering solutions and templates for complex and tactical solutions, while meeting order commitment dates.

Gathering Technical Detail (IP & Security) consists of communicating with customers technical contacts to capture the requirements and network details for managed & Unmanaged IPVPN, DIA, EVPL, SD WAN, Cloud Service Provider. This will also involve validating order entry against design. This task is vital to the role to ensure customer satisfaction is always maintained.

Technical escalation point for EMEA Activation team, ability to troubleshoot on a variety of platforms including Cisco, Juniper & Alcatel. Knowledge of BGP & Route manipulation, GRE, IPSEC, NAT, MPLS, VPLS, DHCP, BFD essential in this fast paced and challenging environment.

Technical ownership of customer design post sales, validating order requirements and writing bespoke configurations.

What We Look For in a Candidate

Experience of working within a large Telecommunications Service Provider or equivalent

Gathering technical information via interfacing with Internal & external customers.

Activating managed services with customer interaction.

Experience at working within a high-volume quick delivery provisioning organization

Experience on at least 3 of the following systems is desirable:

•           Alcatel

•           Juniper

•           Cisco

•           Arbor

•           SD_WAN

•           Versa

•           Firewalls (Fortinet desirable)

Requisition #: 323976 

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.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.