Job Description

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 Lumen2019s 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

The Operations Engineer II provides high-level customer support and trouble resolution, to include test and turn up of new circuits within the Network Operations Center (NOC). The customer network includes two types of data services, Ethernet VLANs and Layer 3 VPNs. The successful candidate will hold, or be able to obtain, the required Top Secret clearances. Selected candidate must successfully complete required certifications of CompTIA: Security + or CISSP, and the Nokia Network Routing Specialist (NRS) I within the designated timeframe.

The Main Responsibilities

1+ year of technical customer call center experience.
Clearance Requirement: must be able to pass Top Secret security investigations
Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 3+ years of related work experience.
Nokia, Cisco, and Juniper certifications are a plus.
CompTIA: Security+ or CISSP are a plus.
Detailed understanding of the OSI networking model physical, data link, and network layers
Ability to support back-end application protocol troubleshooting provided both internally among directly-connected customer sites and externally to government, research, and academic networks both at private and public locations
Troubleshooting circuit degradation issues including utilization and latency problems, layer 2 issues, problem and fault isolation
A high degree of knowledge in IP routing
Knowledge of data transfer rates or limitations, QoS controls, TCP/IP, UDP, IPv4 and IPv6
A high level knowledge of PRN networks and routing protocols: BGP, VPLS, OSPF, MPLS, and ISIS
Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation
Experience with Network Management Services (NMS) and reporting, configuration management, and customer support management
Understand how to measure network performance aspects such as latency, jitter, and packet loss
Ability to work all shifts in a 7x24x365 call center

What We Look For in a Candidate

Ability to troubleshoot and monitor an Information System's security functions
The ability to work off hours/on-call and during holidays
Experience mentoring/training/coaching/collaborating with other employees
Respond to issues/inquiries within tight contract service level agreements (SLAs)
Initiate internal escalations on customer's behalf and provide follow up
Education
Associates or Equivalent in Electronics

What to Expect Next

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.

Requisition : 243619

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, 201Cprotected 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.