Operations Technician III - Lumen
DENVER, CO 80221
About the Job
About Lumen
Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.
Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.
We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.
The Role
Lumen has multiple openings for an Operations Technician III to join our National Metro Network Operations Center team. The Metro NOC provides support and trouble resolution on the Lumen National Metro network. The Operations Technician III will be responsible for monitoring the Metro networks for trouble events using multiple network monitoring tools, responding to client trouble reports via email and phone, and creating trouble tickets and dispatch tickets to resolve or escalate trouble tickets.
This position will work closely with other Lumen organizations toward the resolution of service impacting network events and will have a direct impact on the resolution of complex trouble situations. The ideal candidate will have a passion for learning new technologies and advancing their technical skillset in alignment with Lumen’s digital transformation and cultural beliefs of Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, Growth Mindset, and Allyship.
Location
- This is an onsite role based in Denver, CO. Shifts for this team are on a 24/7 schedule and candidates must have the ability to work any shift in a 7x24x365 environment.
- Shifts for these positions are to be determined but each will be assigned a set schedule of days between Monday to Sunday, either working day shifts (6:00 AM-4:00 PM), swing shifts (12:00 PM-10:00 PM), or mid shifts (9:00 PM-7:00 AM).
The Main Responsibilities
- Conduct complex network monitoring of internal network circuits and network performance.
- Troubleshoot high level physical layer issues on circuits.
- Create trouble ticket which summarizes reported trouble, managing and correlating multiple trouble reports and documenting all activities per defined procedures.
- Answer inbound calls and/or redirect calls to proper Lumen organization if required, demonstrating excellent customer service skills.
- Initiate internal escalations and provide follow-up.
- Act as mentor to peers and lead training efforts for less experienced teammates.
- Demonstrate proficiency with trouble ticketing applications as well as network monitoring tools and other internal platforms.
- Maintain knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems.
What We Look For in a Candidate
Required
5+ years of technical customer call center experience.
Associate degree in Engineering, Electronics, Networking or related technical or vocational education or equivalent work experience.
Experience with Cisco IOS and IOS-XR.
Experience with Alcatel, Juniper, and/or Overture routers and switches to include command line interface.
Strong understanding of the OSI Networking model, especially physical, data link, and network layers.
Experience working on complex IP issues.
Understanding of Linux/Unix as a user with troubleshooting and testing experience.
Ability to work independently with minimal supervision and manage multiple tasks at once, including ticket administration, communications, and follow-up activities.
Preferred
Cisco, Alcatel, Juniper or comparable certifications.
A high-level knowledge of IP networking and routing protocols: BGP, MPLS, IS-IS, OSPF. Layer2/3
Existing government security clearance.
Compensation
| 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. Location Based Pay Ranges $66,544 - $88,725 in these states: CO Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. |
| Learn more about Lumen's: |
| Benefits |
| Bonus Structure |
What to Expect Next
Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.
Requisition #: 335682
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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 job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
Application Deadline
01/18/2025