About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

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.

Location and Schedule

We are looking for individuals who are in Denver, CO. You must be willing to work all shifts in a 7x24x365 environment. This includes some weekends and holidays.

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:

• 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.

• 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.

• 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.

• Experience with SONET, DWDM, and Voice switching.

• Network certifications are a plus.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

Minimum Annual Base Salary / Hourly Wage $14.90

Maximum Annual Base Salary / Hourly Wage $41.12

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

Requisition #: 334778

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Equal Employment Opportunities

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, 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.

Disclaimer

The 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 Range

Salary Min :

14.90

Salary Max :

41.12

This 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 here. (https://jobs.lumen.com/global/en/compensation-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 clicking here. (https://centurylinkbenefits.com)

Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Application Deadline

09/25/2024