OPERATIONS TECHNICIAN III
Company: Lumen Inc
Location: Washington
Posted on: September 17, 2024
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Job Description:
About LumenLumen 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 RoleAs
an Operations Technician III you will be responsible for
identifying and resolving customer reported trouble. You will
provide advance technical support to include remote trouble
diagnostics and correction, assist with answering customer calls
during overflow/outage situations. This candidate will update
status to customers on an as required basis and provide escalation
of customer and network trouble to ensure timely resolution. An
Operations Technician III will 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.Location and ScheduleThis is a work from home position
within the U.S.Work Schedule: 7:00AM - 3:00PM Tuesday-SaturdayThe
Main ResponsibilitiesPrevious 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 platformsKnowledge of TCP/IP,
routing protocols, and IP addressing.Experience with commands in
Cisco, Juniper and Fortigate.Excel at working on complex MPLS
issues.DNS & e-mail problem expertiseExperience with Wireless
Access Points and various remote switches/MUX's/VOIP
TelephonesAdvanced layer 1 troubleshooting for DS0, DS1, DS3, point
to point, private line, and Ethernet circuitsHas ability to
understand and isolate physical layer problemsExperience working
with software and hardware tools to remotely identify and diagnose
WAN problems.Ability to understand and isolate physical layer
problems.Familiarity with VOIP, long distance and international
dialing and routing.Ability to identify and resolve customer
reported trouble.What We Look For in a CandidateStrong technical
skill level working on complex assignments within the network
systems (implementation, acceptance and change management).Ability
to resolve complex network problems involving power, network
hardware/software, lines, routers, firewalls, modems and
terminals.Ability to use software/hardware tools to identify and
diagnose network status and problems.Experience conducting
installation and maintenance on complex network monitoring
equipment.Ability to resolve complex trouble tickets.Apply
excellent customer service skillsThe desire to work in a complex
24x7 call center.Demonstrated proficiency with trouble ticketing
application as well as other internal toolsThe ability to work off
hours/on call and during holidaysExpertise
Mentoring/Training/Coaching team membersMinimum
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 and FortigateCompensationThe 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$60207 - $80275 in these
states: AR, ID, KY, LA, ME, MS, NE, SC, and SD.$63400 - $84500 in
these states: AZ, AL, FL, GA, IN, IA, KS, MO, MT, NM, ND, OH, OK,
PA, TN, UT, VT, WV, WI, and WY.$66544 - $88725 in these states: CO,
HI, MI, MN, NV, NH, NC, OR, and RI.$69713 - $92950 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 NextBased 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 #: 334318Background ScreeningIf 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
OpportunitiesWe 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.DisclaimerThe 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.Application Deadline09/18/2024
Keywords: Lumen Inc, Montgomery Village , OPERATIONS TECHNICIAN III, Engineering , Washington, Maryland
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