You will be taken to Lumen Technologies’s own careers page to apply. Job ID 1438566300.
Job description
Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today. The Main Responsibilities
Provide first, second, and third-level support, resolving ~75% of issues without escalation.
Troubleshoot network, server, and hardware issues, ensuring minimal downtime.
Escalate unresolved issues to relevant engineering teams while adhering to defined procedures.
Maintain accurate and up-to-date ticket information, ensuring transparent communication with customers.
Coordinate replacement of faulty hardware and ensure timely resolution.
Execute client change requests in collaboration with Engineering, Account Management, and Command Centre teams.
Escalate critical incidents/outages to leadership as per SLA and process guidelines.
Document incident resolutions thoroughly in case notes and provide detailed feedback to stakeholders.
Review and manage open cases daily, updating relevant stakeholders on status and progress.
Ensure smooth shift handovers with comprehensive updates.
Participate in daily operations and change review meetings.
Engage with third-party vendors for issue resolution when required.
What We Look For in a Candidate
Core Competencies
Strong customer-facing communication skills (verbal and written).
Ability to work under pressure and manage multiple priorities.
Analytical mindset with strong troubleshooting capabilities.
Proactive, adaptable, and team-oriented approach.
Experience with ticketing tools and adherence to SLA timelines.
Experience in enterprise network support environments (mandatory)
Strong troubleshooting and incident management experience
Ability to design, implement, and support network/security solutions
ITIL certification (preferred)
Nice to Have
Experience with Zscaler
Requisition #: 343758
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 Applicant 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 Global Employment Applicant and Talent Community 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.
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.
