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About Lumen
Lumen 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.
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.
- 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.
- 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
- ITIL Certification
- Bachelor's degree in Information Technology, Telecommunication, Networking or related field
| 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 $48,700 - $81,300in these states: GA 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. | |||||||
Requisition #: 332987
Background Screening
If 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 . 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 Opportunities
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, 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.
Disclaimer
The 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.
48700
81300
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 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
Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
04/30/2024