Operations Technician II

Lumen; Salt Lake City (UT); Remote; USD 50,000 - 66,000; Full time

Job summary

Lumen in Utah is seeking an Operations Technician II to support the Professional Services Control Center (PSCC). The role focuses on complex network troubleshooting, isolation, and maintenance for PSCC customers, with emphasis on DWDM transport equipment and alarm monitoring.

The position allows remote work within the United States and requires willingness to cover swing and mid shifts, including evenings and weekends as part of a 24/7 operation; training and on-call rotations may be necessary.

Qualifications

• Associate degree or equivalent education and relevant experience required.
• Experience with DWDM transport equipment and dark fiber/wave products desirable.
• Ability to troubleshoot complex network issues and communicate effectively with customers.

Responsibilities

• Supports Network Operations Center and Repair activities for PSCC customers.
• Resolves complex network problems involving network hardware, fiber, colo space and power.
• Uses software and hardware tools to diagnose network, hardware, and software issues; performs monitoring, troubleshooting and maintenance.
• Communicates high-quality information to customers via ticket systems, phone, email and chat; documents actions clearly.

Skills

DWDM Equipment

Alarm Monitoring

Network Troubleshooting

Customer Communications

Education

Associate degree or equivalent

Tools

SolarWinds

RFM

Job description

The Role

The Operations Technician II will provide services for Professional Services Control Center (PSCC) customers. The ideal candidate will possess strong technical skills, capable of working on complex assignments related to network systems troubleshooting, isolation, and maintenance activities.

Location and Schedule

Location:

This position supports a remote work environment; however, candidates must reside within the United States and be able to work scheduled shifts that support a 24/7 operational organization.

Schedule:

This role provides support for a 24/7 operation. While schedules may vary based on business needs, the primary working hours for this position will swing and mid shifts, including evenings, nights, weekends, and holidays as required. Flexibility to support other shifts and participate in on-call or coverage rotations may be necessary.

The Main Responsibilities

• Supports Network Operations Center and Repair activities for PSCC customers
• Resolves complex network problems involving network hardware, fiber, colo space and power
• Uses software and hardware tools to identify and diagnose network, hardware, and software problems for PSCC customers; conducts complex network monitoring, troubleshooting, and maintenance activities
• Provides high quality communication to customers via Ticket System, Phone, Email, and IM/Chat. Manage time efficiently and document all actions in the ticket system.

What We Look For in a Candidate

• Understanding of Optical DWDM Transport Equipment (Infinera, Alcatel/Nokia, Ciena 6500, and/or Waveserver)
• Experience supporting Dark Fiber and Wave products Alarm Monitoring Systems (i.e. RFM, Solarwinds)
• Associate degree or equivalent education and relevant experience Minimum 3+ yrs related experience in specific area or equivalent
• May require technical certification.

Compensation

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.

Location Based Pay Ranges

$49,674 - $66,300 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY

$52,212 - $69,615 in these states: CO HI MI MN NC NH NV OR RI

$54,698 - $72,930 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits (https://jobs.lumen.com/global/en/benefits-statement)
• Bonus Structure

#LI-Remote

Life at Lumen

Life at Lumen is human and connected, even in a fast moving, AI-powered organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.

Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.

To learn more about Life at Lumen and how we live the Lumen 8, please visit:

https://jobs.lumen.com/global/en/life-at-lumen

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.

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.

To review Lumen's Privacy Notice, please visit:

https://jobs.lumen.com/global/en/privacy-notice

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.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.