Operations Technician III

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.

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.

• 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.

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

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

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.

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.