Operations Technician III - Tempe, AZ, Denver, CO
About The Position
Lumen is seeking multiple NOC Technicians to join our National Metro Network Operations Center team. The Metro NOC provides support and trouble resolution on the Lumen National Metro network. The NOC Technician III will be responsible for monitoring the Metro networks for trouble events using multiple network monitoring tools, responding to client trouble reports via email and phone, and creating trouble tickets and dispatch tickets to resolve or escalate trouble tickets. This position will work closely with other Lumen organizations toward the resolution of service impacting network events and will have a direct impact on the resolution of complex trouble situations. The ideal candidate will have a passion for learning new technologies and advancing their technical skillset in alignment with Lumen’s digital transformation and cultural beliefs of Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, and Growth Mindset.
Requirements
- 5+ years of technical customer call center experience.
- Associate degree in Engineering, Electronics, Networking or related technical or vocational education or equivalent work experience.
- Experience with Cisco IOS and IOS-XR.
- Experience with Alcatel, Juniper, and/or Overture routers and switches to include command line interface.
- Strong understanding of the OSI Networking model, especially physical, data link, and network layers.
- Experience working on complex IP issues.
- Understanding of Linux/Unix as a user with troubleshooting and testing experience.
- Ability to work independently with minimal supervision and manage multiple tasks at once, including ticket administration, communications, and follow-up activities.
Nice To Haves
- Cisco, Alcatel, Juniper or comparable certifications.
- A high-level knowledge of IP networking and routing protocols: BGP, MPLS, IS-IS, OSPF. Layer2/3
- Existing government security clearance.
Responsibilities
- Identify day‑to‑day tasks and operational processes that can be simplified or automated, and actively use approved AI and automation tools to reduce repetitive manual work and improve consistency in network operations.
- Apply AI-enabled tools within existing workflows (such as monitoring, ticket handling, troubleshooting, and documentation) to assist with faster resolution and accurate execution while following established operational procedures and escalation paths.
- Report challenges, limitations, or slowdowns encountered when using AI and automation tools by providing clear feedback to engineering, tooling, or process owners to help improve usability, effectiveness, and adoption.
- Conduct complex network monitoring of internal network circuits and network performance.
- Troubleshoot high level physical layer issues on circuits.
- Create trouble ticket which summarizes reported trouble, managing and correlating multiple trouble reports and documenting all activities per defined procedures.
- Answer inbound calls and/or redirect calls to proper Lumen organization if required, demonstrating excellent customer service skills.
- Initiate internal escalations and provide follow-up.
- Act as mentor to peers and lead training efforts for less experienced teammates.
- Demonstrate proficiency with trouble ticketing applications as well as network monitoring tools and other internal platforms.
- Maintain knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems.
Benefits
- Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.
- Bonus structure (short-term incentives, long-term incentives and/or sales compensation)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
