Network Tech Support (Lumen)

Infosys • Richardson, TX

1d • $40,000 - $40,000 • Hybrid

About The Position

We are seeking an enthusiastic and motivated professional to join our service delivery team in a hybrid role that blends project coordination , technical telecom/network operations , and order management . This position supports the full lifecycle of service delivery—from order intake to billing—ensuring high levels of customer satisfaction, operational efficiency, and continuous improvement. It is ideal for candidates looking to grow in IT, networking, and customer service domains.

Requirements

• Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
• Associate’s degree, high school diploma, or bachelor’s degree in IT, Computer Science, Networking, or a related field.
• 0–1 years of experience in telecom/network operations or customer service.
• Strong customer service, problem-solving, and analytical skills.
• Effective verbal, written, and interpersonal communication skills.
• Proficiency in Windows-based applications (Word, Excel, etc.).
• Strong organizational skills and attention to detail.
• Ability to manage multiple projects in a fast-paced environment.

Nice To Haves

• 0–1 years of experience in telecommunications or IT.
• Understanding of technical products and services.
• Basic project management skills or certification.
• Experience working in a global delivery model.
• Knowledge of order processing and provisioning workflows.

Responsibilities

• Customer & Project Coordination Serve as the single point of contact for assigned customer accounts.
• Coordinate with Sales, Service Delivery, Product, and Technical teams to implement solutions.
• Manage critical dates, handle escalations, and ensure timely delivery of services.
• Participate in weekly/monthly review calls with clients and leadership to track progress and address challenges.
• Maintain strong communication with internal teams and customers to improve processes and enhance satisfaction.
• Order Management & Documentation Validate and process orders through multiple channels, ensuring accurate entry into systems.
• Execute customer quotes and manage orders for local exchange carriers.
• Handle escalations for special and expedited order requests.
• Maintain close working relationships with Sales/Customer Care Managers to ensure timely and accurate order entry.
• Document all issues, troubleshooting steps, and resolutions in the ticketing system.
• Support billing processes and maintain technical documentation.
• Technical & Operational Support Read and interpret maps, building plans, and utility demarcation points.
• Support network planning, builds, and disconnect projects with technical accuracy.
• Troubleshoot Layer 1 and Layer 2 technologies (Ethernet, SONET, STM, E1/T1).
• Perform Root Cause Analysis (RCA) for missed metrics and drive improvement plans.
• Contribute to operational automation initiatives to optimize delivery cycles.
• Continuous Learning & Process Improvement Stay updated on new products, systems/tools, and process changes.
• Apply critical thinking to evaluate order packages and improve workflows.
• Continuously enhance job skills through training and professional development.

Benefits

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees