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 escalate 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…