Operations Technician III - PUB SEC

Operations Technician III – Federal

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. 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

The Operations Technician III – Federal is a highly skilled network operations professional responsible for circuit and equipment restoration, customer support, and proactive network monitoring. This role involves identifying and resolving customer-reported issues, performing advanced remote diagnostics, and escalating trouble to ensure timely resolution. Technicians utilize tools like SolarWinds and Web Helpdesk to monitor and isolate Layer 2/3 issues across IP, VPN, and MPLS networks, and maintain expertise in DS0/DS1/DS3 circuits, Ethernet, and private line services. They work across platforms including Cisco, Juniper, Meraki, FortiGate, and SDWAN, and apply advanced knowledge of IP routing, TCP/IP, DNS, and email troubleshooting. The technician collaborates with local exchange carriers and internal operations centers to restore services within SLA parameters, while keeping management and program offices informed of risks and impact assessments. With strong customer service skills and the ability to work independently in a 24x7 call center environment, the Operations Technician III demonstrates ownership, accountability, and leadership in resolving complex network issues and mentoring team members.

The Main Responsibilities

• Perform circuit and equipment/network restoration, recognizing potential jeopardy conditions and ensuring timely resolution of customer-reported trouble.
• Manage circuits ranging from T1 to 100Gb, including Ethernet, IP, long-haul, metro, and international optical networks; perform testing and activation of new network circuits.
• Work closely with Federal government NOC customers to coordinate demand and scheduled maintenance in compliance with customer network management protocols.
• Troubleshoot complex network issues involving power, hardware, routers, CSU/DSU, and carrier services, using advanced diagnostics across Layer 1, 2, and 3.
• Analyze network troubles, assess performance data, and develop design optimization plans to improve service delivery and network efficiency.
• Interface with fiber vendors, telecom providers, and internal teams to resolve complex technical issues and coordinate service restoration.
• Participate as a Lead or Subject Matter Expert (SME) in customer meetings, procedural reviews, audits, and other technical engagements.
• Review and interpret electric data processing (EDP) and as-built engineering documentation to support provisioning and restoration efforts.
• Coordinate and track return material authorization (RMA) requests, including vendor interface and completion of RMA submittal forms.
• Analyze, test, and repair Layer 2/3 network problems; ensure services conform to customer-mandated SLAs for latency, packet loss, jitter, and throughput using tools such as Iperf and Brix.
• Monitor and isolate network issues using SolarWinds Orion and Web Help Desk; document advanced troubleshooting steps and resolution paths for knowledge sharing and operational continuity.
• Execute complex translations and maintenance assignments on switching equipment, including VOIP systems, remote switches, MUXs, and Wireless Access Points.
• Perform advanced Layer 1 troubleshooting for DS0, DS1, DS3, point-to-point, private line, and Ethernet circuits, with the ability to isolate and resolve physical layer faults.
• Apply advanced knowledge of IP routing, TCP/IP, DNS, email systems, and MPLS to resolve high-impact network issues across Cisco, Juniper, SDWAN, and FortiGate platforms.
• Demonstrate full ownership and accountability in assigned areas, proactively resolving issues and mentoring team members with minimal supervision.
• Apply strong customer service skills in a 24x7 call center environment, with flexibility to work off-hours, on-call, and during holidays.
• Maintain proficiency with internal tools and ticketing systems, and contribute to continuous improvement through coaching, documentation, and knowledge transfer.
• Ability to identify and resolve customer reported trouble.
• Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively taking the lead on technical issues/concerns.

What We Look For in a Candidate

Basic 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, Meraki, SDWAN and FortiGate.

Preferred Qualifications:

• Associate degree in Engineering, Electronics, Software, or Networks; or a related technical or vocational education or equivalent experience.
• Seven or more years applicable work experience.
• Preferred Cisco CCIP, CCDP, CCNP certifications, Juniper or ALU data networking equivalent.
• Strong working knowledge and experience on DWDM Layer 1, Metro Ethernet and IP communications (IPv4, IPv6, routing protocols).
• Technical knowledge and experience on contemporary technologies (e.g. MPLS, TDM, Ethernet, eLAN-eLine, TCP/IP, BGP, QoS, IP, etc).
• Previous experience with broadband and/or narrowband circuit maintenance, testing and restoration, provisioning databases and circuit activations.
• Previous experience with routers, IP protocols, configurations, interfaces is strongly preferred.
• Prior experience with Transport platforms (i.e. Nortel, Cisco, Ciena, Lucent and Tellabs) and Data platforms (Cisco, Juniper, Adtran).
• Previous experience with Gov't networks and customers.
• Demonstrated leadership profile to manage customer networks, proactively track and escalate issues, engage resources to expedite service/network outages, professional interaction skills with customers and management.
• Must be able to effectively manage multiple issues simultaneously through effective work prioritization.
• Demonstrated ability to make sound decisions and logical thinking when under pressure.
• Demonstrated ability to train, coach and develop technical skill set of shift technicians.

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:

• $72,300 - $96,500 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY.
• $75,994 - $101,325 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI.
• $79,613 - $106,150 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA.

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