Nextgen Technician II
Lumen Technologies
- Atlanta, GA
- $48,700-81,300 per year
- Permanent
- Full-time
- Manage new NG911 site activations
- Manage and correlate multiple trouble reports.
- Communicate with customers and others in a repair situation.
- Initiate internal escalations, as necessary.
- Place proactive outgoing status calls to customers.
- Provide follow-up and resolution information of assigned trouble tickets.
- Monitor event alarms in multiple systems, raise, request, and perform basic diagnostics of the problem and dispatch using multiple dispatch systems.
- 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.
- Configuration and troubleshooting of routing, switching, and SD-WAN equipment.
- Perform required PSAP and FCC/PUC reporting obligations.
- 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, email, IM, tickets 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.
- 2-4 years experience in a technician role
- 1+ years network routing and switching experience
- CCENT, Network+, or working towards CCNA, CCDA, or equivalent level certification
- Bachelor's degree in Information Technology, Telecommunication, Networking or related field
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Equal Employment OpportunitiesWe 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, gender expression, 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.DisclaimerThe job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.Salary RangeSalary Min :48700Salary Max :81300This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information We're able to answer any additional questions you may have as you move through the selection process.As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clickingNote: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.
Application Deadline
05/27/2024