Operations Technician II

About the Role

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 Operations Technician II will provide services for Professional Services Control Center (PSCC) customers. The ideal candidate will possess strong technical skills, capable of working on complex assignments related to network systems troubleshooting, isolation, and maintenance activities.

Responsibilities

• Supports Network Operations Center and Repair activities for PSCC customers
• Resolves complex network problems involving network hardware, fiber, colo space and power
• Uses software and hardware tools to identify and diagnose network, hardware, and software problems for PSCC customers; conducts complex network monitoring, troubleshooting, and maintenance activities
• Provides high quality communication to customers via Ticket System, Phone, Email, and IM/Chat
• Manages time efficiently and documents all actions in the ticket system

Requirements

• Understanding of Optical DWDM Transport Equipment (Infinera, Alcatel/Nokia, Ciena 6500, and/or Waveserver)
• Experience supporting Dark Fiber and Wave products
• Experience with Alarm Monitoring Systems (i.e. RFM, Solarwinds)
• Associate degree or equivalent education and relevant experience
• Minimum 3+ years related experience in the specific area or equivalent
• May require technical certification

Pay

Location Based Pay Ranges:
$49,674 - $66,300 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$52,212 - $69,615 in these states: CO HI MI MN NC NH NV OR RI
$54,698 - $72,930 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Benefits

• Comprehensive health, life, and voluntary lifestyle benefits
• Perks that enhance physical, mental, emotional, and financial wellbeing
• Bonus structure information available (short‑term incentives, long‑term incentives, and/or sales compensation)

Schedule

This role provides support for a 24/7 operation. While schedules may vary based on business needs, the primary working hours for this position will be swing and mid shifts, including evenings, nights, weekends, and holidays as required. Flexibility to support other shifts and participate in on‑call or coverage rotations may be necessary.

Location

This position supports a remote work environment; however, candidates must reside within the United States and be able to work scheduled shifts that support a 24/7 operational organization.