Activation 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.

This position will be responsible for the testing of layer 1 and layer 2, implementation of services at layer 1, 2, and occasionally 3, including private line services; Ethernet, Multi-Protocol Label Switching (MPLS), Virtual Private Network (VPN), Dedicated Internet Access (DIA), Voice, Security, Managed Services and Software-Defined Wide Area Network (SD-WAN) suite of products. Responsibilities will also include product and systems knowledge related to the activated services, technical validations, pre-testing, troubleshooting, activation and post activation with customers.

• Complete activations for external customers with little oversight
• Partner with the applicable departments to trouble shoot activations for customers such as Customer Care Manager’s, Account teams and Field Ops
• Troubleshoot post activation issues.
• Excel at processing orders according to Service Level Agreements (SLAs), M&P's, On-Time Performance objectives and quality standards.
• Excel at managing the assigned queue (May be an Automatic Call Distribution (ADC) call queue where assigned) to maintain service level objectives.
• Maintains and supports the network infrastructure.
• Update all systems and databases with careful attention to detail.
• Provides accurate and consistent internal and external customer communication during established intervals using phone, email, and ticketing notes.
• Leverages knowledge to provide support to peers and provides new hire training.
• Organize and complete special projects assigned by Leadership.
• Utilize flexible scheduling to work outside of normal business hours in support of customer requests.
• Provide top level escalation support for Leadership
• Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated.
• Maintain a commitment to safe practices and holds others equally accountable.
• Complete designated amount of work in a specified timeframe with a high degree of quality.
• Efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously.

• Assoc degree or equivalent education
• 7+ years related experience in specific area or equivalent.
• May require technical certification.
• Knowledge of Wide Area Network (WAN) and Local Area Network (LAN) Topologies
• Understanding and ability to interpret Circuit Designs
• Intermediate experience with implementation of Circuits: DS1, DS3, Optical, Ethernet, and DWDM
• Intermediate experience with Network Hardware including Routers, Switches, Wireless Access Points
• Intermediate experience working with Internet and Private Network Solutions
• Intermediate experience working with Voice over Internet Protocol (VOIP) Equipment or Solutions
• Intermediate experience configuring Customer Provided Equipment (CPE) Routers and Switches
• Excellent negotiating and persuasive skills to lead teams through change.

• Bachelor's Degree or equivalent experience in Operations, Technology or related field
• Certifications on related telecom or networking field. (3 certifications preferred – Cisco Certified Network Associate, Cisco Certified Network Professional, and/or MEF. Juniper or Alcatel)
• Experience in working in a fast-paced environment and dealing with ambiguity (thinking outside of the box).
• Intermediate knowledge of Open Systems Intercommunication model, working knowledge of TDM, Ethernet, Voice, MPLS, Internet Protocol, DWDM and Classless Inter-domain Routing (CIDR)
• Intermediate knowledge of Routing Protocols and Hardware Platforms to include BGP, OSPF, TCP/IP, IP Routing, Cisco
• Layer 2 and 3 Hardware and Software plus Cisco IOS, ATM, Frame-Relay and Juniper
• Layer 2 and 3 Hardware and Software plus Juno OS, DNS, Radius, UNIX
• Exposure to Network Design (LAN, WAN and ISP) and troubleshooting
• Intermediate knowledge of all Ethernet Topologies

Requisition #: 234391

EEO Statement
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, 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.

Disclaimer
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.