Operations Technician II

Lumen
Colorado, Denver
Workplace: OnsiteFull timeUSD 52,212 - 69,615 annuallyFunction: Field Service, Maintenance & Skilled TradesSkills: ["Escalation management","Customer communication","Mentoring","Troubleshooting","Process improvement"]

Ensure effective utilization and management of off-net vendors while driving complex repair and provisioning issues to resolution. You’ll act as a subject matter resource for technicians, manage escalations, and handle higher-complexity carrier and customer-impacting incidents. Analyze vendor performance and operational metrics, troubleshoot Ethernet and T1/T3 transport issues, participate in bridge calls, maintain detailed ticket documentation, and identify process improvements to restore services quickly.

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FursaFursa
Lumen
Lumen
1 day ago

Operations Technician II

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Last checked: 2 hours agoStatus: Live

Job Summary

Ensure effective utilization and management of off-net vendors while driving complex repair and provisioning issues to resolution. You’ll act as a subject matter resource for technicians, manage escalations, and handle higher-complexity carrier and customer-impacting incidents. Analyze vendor performance and operational metrics, troubleshoot Ethernet and T1/T3 transport issues, participate in bridge calls, maintain detailed ticket documentation, and identify process improvements to restore services quickly.
Location: Colorado, Denver
Workplace: Onsite
Employment Type: Full time
Job Function: Field Service, Maintenance & Skilled Trades
Seniority: Mid level

Key Responsibilities

  • •Resolve complex off-net repair and provisioning escalations to completion.
  • •Drive carrier accountability and expedite customer-impacting issues.
  • •Maintain detailed ticket documentation and provide customer updates.
  • •Collaborate with internal teams and external carriers to restore services quickly.
  • •Serve as a mentor/resource for Operations Technician I and support management with escalations and initiatives.

Pay and Benefits

Salary: USD 52,212 - 69,615 annually
Perks:Health InsuranceDentalVision401kGym MembershipLearning Budget

Key Requirements

  • •Manage and resolve complex off-net repair and provisioning escalations.
  • •Troubleshoot Ethernet, T1, T3, and transport-related issues.
  • •Analyze vendor performance and operational metrics to drive accountability.
  • •Knowledge of LEC and carrier management processes.
  • •Previous experience mentoring or training peers.
Experience:Enterprise services
Skills:Escalation managementCustomer communicationMentoringTroubleshootingProcess improvement
Tech Stack:EthernetT1T3Transport

Company Brief

Lumen
Provides integrated communications, network, edge cloud, and security services to enterprise, government, and carrier customers, operating a global fiber network and delivering connectivity and managed IT solutions.
Industry: Telecommunications
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Monroe, United States
WebsiteLinkedIn