Operations Technician II - PUB SEC

Operations Technician 2

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

Operations Technician 2 role focuses on resolving customer-reported network issues and providing advanced technical support, including remote diagnostics and coordination with carriers to ensure service restoration within SLAs.

The Main Responsibilities

• Responsible for identifying and resolving customer reported trouble
• Provide advance 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
• Utilize various dashboards to monitor Cisco, Juniper, Meraki, and Fortigate solutions
• 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
• 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

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 FortiGat

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.

What to Expect Next: 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.

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.