Service Assurance Technician - Denver CO

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

The Service Assurance Technician (SAT) provides proactive and reactive network surveillance, monitoring, troubleshooting, coordination, and restoration of service affecting or potentially affecting network events/issues in the Local Voice and Transport Network.

The Main Responsibilities

• Analyzes and diagnose the output of the network to determine the end-to-end status and its elemental components.
• Provides technical assistance to field maintenance personnel, trouble tracking, coordination, notification, escalation, and documentation to resolve events/issues efficiently minimizing network impact.
• This position is responsible for providing "Superior Service".
• The incumbent works with vendors, LECs, Voice & Data repair organizations, as well as other internal Lumen workgroups.
• This information is not all-inclusive of the entire job responsibilities.

What We Look For in a Candidate

• Experience working on maintenance assignments related to network equipment to resolve troubles.
• Knowledge of DS0/DS1/DS3, SONET, DWDM, and Voice switching.
• Understanding of circuit and equipment troubleshooting practices.
• Experience working with software and hardware tools to remotely identify and diagnose network problems.
• Previous experience troubleshooting complex network problems involving power, network hardware, voice, or carrier services.
• Has the ability to understand and isolate physical layer problems.
• Has ability to understand and isolate voice switch problems.
• Experience with Cisco, NORTEL, Tellabs, and Ciena GUI's.
• Candidates with testing or design background are encouraged to apply.

Work Competencies / Abilities:

• Apply excellent customer service skills.
• The desire to work in a complex and fast-paced 24x7 call center.
• Demonstrated proficiency with trouble ticketing applications as well as other internal tools.
• The ability to work off hours/weekends and during holidays.
• Experience with Mentoring/Training/Coaching less experienced employees.
• Answer inbound calls and/or redirect calls to the proper Lumen organization if required.
• Create trouble tickets that summarize reported trouble, investigation, and resolution.
• Initiate internal escalations on the customer's behalf and provide follow-up.
• Work in an extremely detailed environment where following explicit processes is paramount to success.
• Ability to work independently with minimal supervision.
• 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.

Preferred Qualifications:

• 3 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.
• Network certifications are a plus.

Requisition #: 327910

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 FAQ page. 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.

This position is part of a bargaining unit and represented by a union. Depending upon the applicable collective bargaining agreement under which you may be hired, you may be: (a) required to join the union and pay union dues as a condition of employment; or, (b) required to pay union dues, but not join the union as a condition of employment; or (c) free to chose whether or not to join the union, but if you do join the union you would be obligated to pay union dues.

EEO Statement
We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, creed, veteran status, disability, medical condition, genetic characteristic or information, age, sex, 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.