Job description
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
The Role
The Operations Technician II position is responsible for taking customer calls and opening repair tickets: Monitoring proactive tickets for customer systems and circuits and providing technical support to Lumen customers. Position is responsible providing customers direct written and/or verbal statuses of ongoing repairs and final resolution of all issues. This position will work directly with customers and 3rd party vendors. This position receives requests for technical assistance from Operation Technicians.
This role is a Hybrid position. You will be asked/required to come into the office for trainings, meetings, and other significant functions. Team members typically come in at least one day per week, however that is at the discretion of the manager and the business unit.
The Main Responsibilities
- Ability to answer customer calls and work issues via trouble ticket proficiently and independently
- Create trouble ticket which summarizes customer reported trouble.
- Analyze, sectionalize, isolate, and resolve Network related trouble situations.
- Demonstrate proficiency with trouble ticketing application and other internal tools for circuit trouble analysis.
- Effectively manages customer expectations (status and clear description of activities)
- Demonstrate knowledge of Internet protocols including; BGP, QOS, Ethernet and T3/T1 protocols.
- Good understanding of Network Topology and Network routing.
Operations Technician II Expectations
- Be logged in to the Call Queue and be available to take customer calls with at least an 80% availability. Engineers may be “Not Ready” when they are actively working an issue that has been brought to their attention.
- Proactively monitor the Outlook Inbox for emails requesting assistance and respond within 30 minutes.
- An Ops Technician II should be approachable and willing to discuss any requests for technical assistance from Operation Technicians with a mentoring attitude.
- It is the responsibility of an Ops Technician II to review their assigned Ops console tickets during their shift and provide regular updates to the customer.
- Ensure that Ops console tickets that remain open for over a week are updated and actively worked daily. Those tickets that involve a chronic issue may remain open for a longer period, but ticket notes should reflect an active troubleshooting process.
- An Ops Technician II will already have a good knowledge of BGP, QOS, Ethernet and T3/T1 protocols, but will continue to advance their education.
- Good working knowledge with Cisco IOS, Adtran, Alcatel and Juniper commands need for configuration changes, both on the CPE routers and Lumen Edge devices.
- Provide feedback and recommendations to the Management team about improving efficiency with departmental policies and procedures.
What We Look For in a Candidate
- Associate degree in Computer Networking or equivalent education
- Minimum 3 years related experience in specific area or equivalent
- CPE hardware certification (CCNA/CCNP)
What to Expect Next
Requisition #: 327063
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
Salary Min :
43830
Salary Max :
97560
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 . 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.
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
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