OPERATIONS TECHNICAL SUPPORT I

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen’s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

As Operations Technical Support I you will act as the face of the Service Desk and Lumen by having direct contact and interaction with our customers primarily via email and phone. Our Service Desks in Poznan are the single point of contact 24x7 365 days a year to our customers.

Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue. If you open the case, you keep ownership of it till its closed but no worries, it’s a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.

The Main Responsibilities

• Apply advanced knowledge of the application supported to help improve First Level Resolution

• Troubleshoot / fix issues on first contact if possible.

• Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away

• Work with others to help understand their challenges supporting our customers

• Continuously make the desk better by working on knowledge articles and ensuring they are easy to follow

• Apply lean thinking improve our processes and procedures

• Take the lead when the local management is not on the shift

• Assign tasks if needed or coordinate all actions during High Priority outages

• Assist with onboarding and training new hires

What We Look For in a Candidate

• Excellent verbal, written and analytical skills in English
• Desire to WOW the customer
• Advanced technical knowledge and understand of IT infrastructure
• Experienced in troubleshooting IT issues
• Outstanding understanding of Service Desk Quality Program
• Detailed knowledge about Microsoft Office 365 environment
• Proven customer service experience
• Enjoy working in a team environment
• Have good planning and organization skills
• Ability to respond to tight deadlines and work under pressure
• Supportive and committed team player

Lumen Universal Competencies

● Operational Excellence  

● Communicate, Listen & Influence  

● Customer First  

● Champions Diversity 

● Growth Mindset  

● Get the Right Things Done  

● Change Maker 

Requisition #: 276221 

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.