Nextgen Technician II

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 Role This position will be responsible for troubleshooting Lumen’s NG911 network solutions, along with taking customer calls and opening repair tickets, monitoring the proactive tickets for customer circuits, providing technical support to Lumen customers, and giving customers the status of their repairs. The Main Responsibilities Manage new NG911 site activations Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. Initiate internal escalations, as necessary. Place proactive outgoing status calls to customers. Provide follow-up and resolution information of assigned trouble tickets. Monitor event alarms in multiple systems, raise, request, and perform basic diagnostics of the problem and dispatch using multiple dispatch systems. Track major service outages and other service affecting activities. Advise inter-department groups of occurrences and ensure progress towards resolution. Understand the triage and service level agreement policies for the tickets and resolve issue within the given time frame. Configuration and troubleshooting of routing, switching, and SD-WAN equipment. Perform required PSAP and FCC/PUC reporting obligations. Identify day‑to‑day tasks and operational processes that can be simplified or automated, and actively use approved AI and automation tools to reduce repetitive manual work and improve consistency in network operations. Apply AI-enabled tools within existing workflows (such as monitoring, ticket handling, troubleshooting, and documentation) to assist with faster resolution and accurate execution while following established operational procedures and escalation paths. Report challenges, limitations, or slowdowns encountered when using AI and automation tools by providing clear feedback to engineering, tooling, or process owners to help improve usability, effectiveness, and adoption. NG-911 NOC Technicians triage and resolve NG-911 network issues. They manage PSAP/customer as well as network infrastructure ticket workflows, coordinate field dispatches, and ensure timely updates to customers and internal teams. The position demands real-time troubleshooting, escalation handling, and adherence to structured SOPs for PSAP reroutes and service restoration. What We Look For in a Candidate Practicing excellent customer service. Ability to work in a fast-paced operational environment. Ability to answer customer calls and work issues via trouble ticket proficiently and independently. Create trouble ticket which summarizes customer reported trouble. Answer inbound calls and/or redirect calls to proper Lumen organization if required. Create trouble ticket which summarizes customer reported trouble. Provide proactive customer updates on progression of repair. Handle internal/external customer escalations via phone, email, IM, tickets and elevate further any customer-related issues to the appropriate group or manager as necessary. Ability to manage multiple tasks on time, including ticket administration, communications, and follow-up activities. Ability to learn in an 'on-the-job' training environment. Ability to work all shifts in a 7x24x365 environment. Strong oral, written and interpersonal skills. Strong analytical and decision-making skills. Required 2-4 years experience in a technician role 1+ years network routing and switching experience CCENT, Network+, or working towards CCNA, CCDA, or equivalent level certification Preferred ITIL Certification Bachelor's degree in Information Technology, Telecommunication, Networking or related field Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $48,700 - $65,000 in these states: GA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes. Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win. If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. 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 Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of personal data. 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. Nearest Major Market: Atlanta Job Segment: CCNA, Cisco, Network, Telecom, Telecommunications, Technology #J-18808-Ljbffr Lumen Technologies