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About LumenLumen 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 Lumen's 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.
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
Requisition #: 328747
When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what's included in these checks can be found in the Post Offer section of our . Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
EEO StatementWe 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 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.
43830
97560
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.
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