Operations Technician 3 – Broomfield, CO

Company Name: CenturyLink

Location: BROOMFIELD, CO, US - 80021

Job Duration: 2022-01-14 to 2022-02-13


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

Lumen has an opening for an Operations Technician 3 in Broomfield, CO. This position will be required to work varying shifts. 

The Main Responsibilities

•    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.
•    Conducting complex network/voice monitoring, equipment installation and maintenance activities
•    Troubleshooting and repair of complex IP (data/voice) and telecom communications equipment hardware or configuration issues, within defined service level agreement periods
•    Direct customer interface on install and repair requests related to new equipment installs and overall functionality of IP (data/voice) and telecom communications equipment
•    Documentation of all activities per defined procedures
•    Mentoring/Training/Coaching of less experienced employees

General Work Abilities
•    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, remedy tickets, Solarwinds or email 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

What We Look For in a Candidate

•    4+ years’ experience in a data/voice network and/or telecom environment (1-2 years MES experience)
•    CCNA or equivalent certification, working towards professional level certification (CCNP)
•    Shows continued training in this platform
•    Bachelor’s degree in Information Technology, Telecommunication, Networking or related field (preferred not required)
•    ITIL 2011 certification
•    Experience in data and/or voice troubleshooting as a SME (Subject Matter Expert)

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 #: 274651

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.

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.