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Operations Technician Jobs
| Company | Lumen |
| Address | , Remote |
| Employment type | |
| Salary | $57,060 - $126,720 a year |
| Expires | 2023-10-07 |
| Posted at | 9 months ago |
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
Provides technical support to Lumen StratGov TAC (Technical Operations Center) supporting wireless and voice infrastructure implementations including network and hardware technologies.
Work with the Lumen technical teams in delivering real-time technical support while interfacing directly with our US-based customers in a 7 x 24 x 365 call center and engineering support environment.
The Main Responsibilities
- Act as technical lead to provide mentoring activities for lower tier team members. This may include leading various KT (knowledge transfer) training sessions.
- Provides technical support for troubleshooting, and service restoration while interfacing directly with CTL customer and carriers.
- Uses various systems, software and hardware tools to identify and diagnose device health status and identify problems.
- Mid -day shift Support – 11:00 am to 7:00 pm Tuesday - Saturday
- Identifies capacity and performance issues to ensure continued, uninterrupted operation of supported network hardware and related systems.
- Isolation for cause of network outages and seeks to support service restoration activities.
- Efficiently and accurately manages the ticket queue to ensure trouble tickets are progressing to a resolution.
- Performs monitor and analysis activities across various customer data networks.
- Provide Wireless or IP Telephony and data support for the Lumen Customers’ contracts.
- Support and configuration of Aruba/Cisco wireless systems with understanding of system authentication and user interactions
- Conducting complex network monitoring & Customer notification activities.
- Ability to work overtime and on holidays on a rotational basis.
- Performs various troubleshoots tasks while seeking to provide resolution for voice or data network performance and interoperability problems.
- Provides primary break/fix engineering and configuration for data systems in line with customer’s goals and requirements
- Manages daily service request workloads using various ticket management systems and applications.
- Supports the creation of and maintains departmental methods of procedure (MOPs) and related documentation as needed.
- Supports system configuration and management of VoIP systems, including CUCM, and management isolation of network outage causes and service restorations including understanding QOS operational characteristics.
What We Look For in a Candidate
Required Experience
- Associate degree in engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7+ years of related work experience.
- Ability to effectively prioritize and execute multiple tasks in a rapidly changing work environment.
- Solid interpersonal skills & a demonstrated ability to work collaboratively with a large technical support team!
- Knowledge of TCP/IP, Routing Protocols, and IP Addressing.
- Experience with basic commands in Cisco or other vendor equipment.
- 5 + year of technical customer support experience
- Candidate must possess solid written & verbal communication skills. Demonstrates prior experience interacting with customers.
- Must maintain the ability to self-manage assigned job role responsibilities to achieve desired performance results.
- Strong analytical skills
- 3 - 5 years NOC experience supporting IP network operations centers
- Candidate demonstrates the ability to troubleshoot and resolve complex network issues related to their support roles. (Route/switch, Wireless, Security, VoIP etc.)
Required Education / Certifications
- Preferred – Aruba wireless equipment experience or certifications – controller and clearpass
- Preferred - Basic experience provisioning Aruba Wireless and related hardware.
- Required - Cisco CCNA certifications or equivalent IT technology is required. Candidate has demonstrated technical helpdesk experience.
What to Expect Next
Requisition #: 329737
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
57060
126720
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.
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