What are the responsibilities and job description for the Operations Technician 2 - Multiple Locations, US position at Lumen?
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
- Responsible for identifying and resolving customer reported trouble
- Provide advance technical support to include remote trouble diagnostics and correction
- 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 CenturyLink internal Operations Centers to ensure current services are active and restored within the Service Level Agreements
- Using INTAS, and CLI access this position will isolate layer 1 problems on DS0, DS1 and DS3 circuits on the IP platform, VPN and MPLS Network.
- Detailed understanding of DS0/1 and 3 circuits: point to point, private line, and Ethernet
- Actively participates in maintenance bridges/calls to isolate network issues
- Responsible for the reporting of database discrepancies and changes
The Main Responsibilities
- Experience working on complex translations troubles and/or maintenance assignments related to network switching equipment to resolve trouble tickets.
- Basic knowledge of IP architecture and IP routing.
- Test knowledge of DS0/DS1 circuits, and the ability to isolate physical layer troubles.
- Understanding of ISDN circuits and troubleshooting practices.
- Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
- Knowledge of TCP/IP, routing protocols, and IP addressing.
- Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.
- Experience with troubleshooting Ethernet circuits
- Experience with Wireless Access Points and various remote switches/MUX’s/VOIP Telephones
- Familiarity with long distance and international dialing and routing.
What We Look For in a Candidate
Apply excellent customer service skills.
Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
The ability to work off hours/on call and during holidays.
Experience Mentoring/Training/Coaching less experienced employees/customers.
Answer inbound calls and/or redirect calls to proper CenturyLink organization if required.
Initiate internal escalations on customer’s behalf and provide follow up.
Effectively manages customer expectations (status and clear description of activities).
Ability to work independently with minimal supervision.
Ability to manage multiple tasks on time.
Ability to learn in an ‘on-the-job’ training environment.
Ability to work all shifts in a 7x24x365 environment.
3 year of technical customer call center experience.
Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5 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.
Basic Qualifications
- 3 year of technical customer call center experience.
- Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5 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.
- Cisco and Juniper certifications are a plus.
Requisition #: 300253
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, 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
43830
97560
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.
Salary Range
43830
97560
This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.
