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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 is seeking an Operations Technician III to join the Managed Services team supporting the Public Sector. They will provide dedicated IT support to our clients in the federal space, verifying connectivity paths, monitoring alerts, validating power and equipment at client sites, and partnering with vendors on circuit checks or examining within Lumen’s internal networks as needed.

The ideal candidate will embrace challenges and maintain a commitment to excellence, exemplifying Lumen’s 8 cultural beliefs of Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, Growth Mindset, and Allyship.

Location

This is a fully remote position open to candidates based anywhere in the U.S. Shifts for this team are on a 24/7 schedule and this position will be assigned to the third shift, which will be 11:00 PM-7:00 AM in the time zone they reside.

The Main Responsibilities

• Responsible for identifying and resolving customer reported trouble.

• Providing advanced technical support to include remote trouble diagnostics and correction.

• Assist with answering customer calls during overflow /outage situations.

• Updates status to customers on an as required basis.

• Escalation of customer and network trouble to ensure timely resolution.

• 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.

• Utilize Solarwinds and Web Helpdesk access this position will monitor and isolate layer 2/3 problems on the IP platform, VPN and MPLS Network.

What We Look for in a Candidate

Required Qualifications:

• 5+ years of technical customer-facing call center experience

• Cisco CCNA certifications or equivalent IT technology awareness i.e. Juniper certification

• Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet

• 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, and demonstrated ability to excel at working on complex MPLS issues

• Familiarity with VOIP, long distance and international dialing and routing, and 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 with the ability to understand and isolate physical layer problems

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

Suitability Requirements:

This role requires an extensive background check as it will be supporting clients in the public sector and federal space. Specifically, candidates will need to clear the SF 85P, which includes a series of interviews, fingerprinting, and a thorough investigation of their background and history.

Preferred Qualifications:

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

• Test knowledge/experience of DS0/DS1 circuits

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

• Experience with commands in Juniper, Cisco and Fortigate

Compensation

The 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

$60,207 - $80,275 in these states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.

$63,400 - $84,500 in these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK, PA, TN, UT, VT, WV, WI, and WY.

$66,544 - $88,725 in these states: CO, HI, MI, MN, NV, NH, NC, OR, and RI.

$69,713 - $92,950 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 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 #: 334878

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 (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 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.

Salary Range

Salary Min :

60207

Salary Max :

92950

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. (https://jobs.lumen.com/global/en/compensation-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. You can learn more by clicking here. (https://centurylinkbenefits.com)

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.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

12/02/2024