Operations Technician III

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

This is a great opportunity for someone who wants to develop their career with the experience of working with a Global technology company, you will be part of a team of 23, based in Basingstoke or Crewe.

You will be part of a team of 23, the core hours of work are Monday to Friday 8:30 AM - 5:30 PM.

This position will provide dedicated or semi-dedicated operational support to a specific Managed Service customer’s network. Will be responsible for providing a customer-centric overlay & technical support to enhance their use of Lumen services, working against an agreed scope of work which is specifically crafted for nominated customer accounts.

The role is expected to ensure prevention of issues from occurring, resolving issues quickly when they occur, and being the customer's technical advocate within Lumen.

The Main Responsibilities

• Delivering the agreed scope for their customers in line with the agreed documentation
• Align and complement the BAU operations for ETOPS customers
• Collaborating within the ETOPS team to ensure no gaps in cover
• Seeking opportunity to improve the customer experience, and reduce customer effort both on a case by case and wider perspective
• Being the customer’s technical advocate, and striving to provide a positive customer experience irrespective of expertise, history, or workload
• Collaborating within team and across teams (Specifically Service Desk, Tier III, and eTSC) without preconception or assumption, striving only to serve the customer and their team.
• Managing workload and collaborating with their peers on opportunity to assist
• Continual personal development – technicians are responsible for ensuring their skillsets are updated and adapted in line with technological and industry trends.
• Expected to develop a specialist’s knowledge in a small number of key subject areas, and a broad capability for the key products and services
• Proactively seeking opportunity to promptly resolve complex issues
• Supporting development and launch of new products and technologies, becoming a Subject Matter Expert where applicable
• Training and assisting wider ETOPS team on new scenarios and situations
• Assist in the onboarding and shadowing of new team members
• Acting as a technical focal point and conduit to Tier III support for the most complex issues

What We Look For in a Candidate

Minimum Requirements

• Requires an advanced understanding of IP networking specifically Cisco and where possible Nokia/Alcatel and Juniper demonstrated via certification and operational experience.
• Experience working on Data/IP networks within an operational environment; completing 2nd/3rd level diagnostics across multiple technologies and Vendors.
• Demonstrative experience in Incident Management and Service Operations environments.

Preferred Requirements

• Focussed on providing a good Customer experience
• Self-motivated and creative thinker.

Requisition #: 301817 

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.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.