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

This position will be responsible for troubleshooting Lumen's NG911 network solutions, along with taking customer calls and opening repair tickets, monitoring the proactive tickets for customer circuits, providing technical support to Lumen customers, and giving customers the status of their repairs. In response to the COVID-19 pandemic, this position will begin working remotely from home on a temporary basis. This position will be required to transition to a Lumen office at a later date set by the company. Employees will be provided ample notice of that date, once it is set.

The Main Responsibilities

* Manage new NG911 site activations
* Manage and correlate multiple trouble reports.
* Communicate with customers and others in a repair situation.
* Initiate internal escalations, as necessary.
* Place proactive outgoing status calls to customers.
* Provide follow-up and resolution information of assigned trouble tickets.
* Monitor event alarms in multiple systems, raise, request, and perform basic diagnostics of the problem and dispatch using multiple dispatch systems.
* Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution.
* Understand the triage and service level agreement policies for the tickets and resolve issue within the given time frame.
* Configuration and troubleshooting of routing, switching, and SD-WAN equipment.
* Perform required PSAP and FCC/PUC reporting obligations.

What We Look For in a Candidate

* Practicing excellent customer service.
* Ability to work in a fast-paced operational environment.
* Ability to answer customer calls and work issues via trouble ticket proficiently and independently.
* Create trouble ticket which summarizes customer reported trouble.
* Answer inbound calls and/or redirect calls to proper Lumen organization if required.
* Create trouble ticket which summarizes customer reported trouble.
* Provide proactive customer updates on progression of repair.
* Handle internal/external customer escalations via phone, email, IM, tickets and escalate further any customer-related issues to the appropriate group or manager as necessary.
* Ability to manage multiple tasks on time, including ticket administration, communications, and follow-up activities.
* Ability to learn in an 'on-the-job' training environment.
* Ability to work all shifts in a 7x24x365 environment.
* Strong oral, written and interpersonal skills.
* Strong analytical and decision-making skills.

Required

* 2-4 years experience in a technician role
* 1+ years network routing and switching experience
* CCENT, Network+, or working towards CCNA, CCDA, or equivalent level certification

Preferred

1. ITIL Certification
2. Bachelor's degree in Information Technology, Telecommunication, Networking or related field

What to Expect Next

Requisition : 240120

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.