Operations Technician III

About LumenLumen 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 RoleAs an Operations Technician III you will be responsible for identifying and resolving customer reported trouble. You will provide advance technical support to include remote trouble diagnostics and correction, assist with answering customer calls during overflow/outage situations. This candidate will update status to customers on an as required basis and provide escalation of customer and network trouble to ensure timely resolution. An Operations Technician III will actively work with local exchange carriers and Lumen internal Operations Centers to ensure current services are active and restored within the Service Level Agreements, keep the project team updated with daily progress reports on any assigned actions. Using Solarwinds and Web Helpdesk access this position will monitor and isolate layer 2/3 problems on the IP platform, VPN and MPLS Network. Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet.Location and ScheduleThis is a work from home position within the U.S.Work Schedule: 7:00AM - 3:00PM Tuesday-SaturdayThe Main Responsibilities

Previous experience troubleshooting complex network problems involving power, network hardware, routers, CSU, or carrier services.

Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets.

Advanced expertise with IP routing on multiple router platforms

Knowledge of TCP/IP, routing protocols, and IP addressing.

Experience with commands in Cisco, Juniper and Fortigate.

Excel at working on complex MPLS issues.

DNS & e-mail problem expertise

Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones

Advanced layer 1 troubleshooting for DS0, DS1, DS3, point to point, private line, and Ethernet circuits

Has ability to understand and isolate physical layer problems

Experience working with software and hardware tools to remotely identify and diagnose WAN problems.

Ability to understand and isolate physical layer problems.

Familiarity with VOIP, long distance and international dialing and routing.

Ability to identify and resolve customer reported trouble.

What We Look For in a Candidate

Strong technical skill level working on complex assignments within the network systems (implementation, acceptance and change management).

Ability to resolve complex network problems involving power, network hardware/software, lines, routers, firewalls, modems and terminals.

Ability to use software/hardware tools to identify and diagnose network status and problems.

Experience conducting installation and maintenance on complex network monitoring equipment.

Ability to resolve complex trouble tickets.

Apply excellent customer service skills

The desire to work in a complex 24x7 call center.

Demonstrated proficiency with trouble ticketing application as well as other internal tools

The ability to work off hours/on call and during holidays

Expertise Mentoring/Training/Coaching team members

Minimum Qualifications:

Required - Cisco CCNA certifications or equivalent IT technology awareness. Candidate has demonstrated technical helpdesk experience.

5 + year of technical customer call center experience.

Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 7+ years of related work experience.

Test knowledge/experience of DS0/DS1 circuits.

Knowledge of TCP/IP, routing protocols, and IP addressing.

Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.

Experience with Juniper, Cisco and Fortigate

CompensationThe starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.Location Based Pay Ranges$60207 - $80275 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$63400 - $84500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.$66544 - $88725 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.$69713 - $92950 in these states: AK, CA, CT, DE, DC, IL, MD, MA, NJ, NY, TX, VA, and WA.As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.What to Expect NextBased 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 #: 334318Background ScreeningIf 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 (https://jobs.lumen.com/global/en/faq) . 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 OpportunitiesWe 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.DisclaimerThe 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.Application Deadline08/29/2024