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Operations Technician 3 - Broomfield or Littleton, CO

Company: Lumen
Location: Broomfield
Posted on: February 19, 2021

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 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.
* The Role*
Strong technical skill level working on complex assignments within the network systems installation and/or maintenance activities. Works on relatively straightforward installation and/or maintenance assignments on network switching equipment. Technician for customer/company network systems installation and/or maintenance activities.

* The Main Responsibilities*
* Responsible for identifying and resolving customer reported trouble
* Provide advance technical support to include remote trouble diagnostics and correction
* Assist with answering customer calls during overflow/outage situations
* Updates status to customers on an as required basis
* Escalation of customer and network trouble to ensure timely resolution
* Actively work with local exchange carriers and CenturyLink 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.
Knowledge:
* Detailed understanding of DWDM and Wave service support and troubleshooting
* Previous 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.
* Knowledge of TCP/IP, routing protocols, and IP addressing.
* Excel at working on complex MPLS issues.
* Advanced layer 1 troubleshooting for DS0, DS1, point to point, private line, and Ethernet circuits
* Has ability to understand and isolate physical layer problems
* Experience working with software and hardware tools to remotely identify and diagnose WAN problems.
* Ability to understand and isolate physical layer problems.
* Ability to identify and resolve customer reported trouble.
* Takes full ownership and accountability in areas assigned.
* Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.
General Work Competencies / Abilities:
* Strong 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 skills
* The desire to work in a complex 24x7 call center.
* Demonstrated proficiency with trouble ticketing application as well as other internal tools
* The ability to work off hours/on call and during holidays
* Expertise Mentoring/Training/Coaching team members
* What We Look For in a Candidate*
* Basic Qualifications: *
* 4+ years of technical customer call center experience.
* Associate degree in Engineering, Electronics, Networks or related technical or vocational education or equivalent experience or 5+ years of related work experience.
* Test knowledge/experience of DS0/DS1 and DWDM and wavelength support.
* Knowledge of TCP/IP, routing protocols, and IP addressing.
* Experience with basic commands in Cisco, Juniper, Alcatel routers and or UNIX commands.
* 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 #: 241955
* 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.

Keywords: Lumen, Broomfield , Operations Technician 3 - Broomfield or Littleton, CO, Professions , Broomfield, Colorado

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