Operations Technician III - Tempe,AZ,Denver,CO Job Denver area,Colorado USA,IT/Tech

Operations Technician III - Tempe, AZ, Denver, CO

Location: DENVER, CO, US, 80221 TEMPE, AZ, US, 85283

Company: Lumen Technologies

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

Lumen is seeking multiple NOC Technicians to join our National Metro Network Operations Center team. The Metro NOC provides support and trouble resolution on the Lumen National Metro network. The NOC Technician III will be responsible for monitoring the Metro networks for trouble events using multiple network monitoring tools, responding to client trouble reports via email and phone, and creating trouble tickets and dispatch tickets to resolve or elevate trouble tickets.

This position will work closely with other Lumen organizations toward the resolution of service impacting network events and will have a direct impact on the resolution of complex trouble situations. The ideal candidate will have a passion for learning new technologies and advancing their technical skillset in alignment with Lumen’s digital transformation and cultural beliefs of Teamwork, Trust, Transparency, Clarity, Courage, Customer Obsession, and Growth Mindset.

The Main Responsibilities

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.

Conduct complex network monitoring of internal network circuits and network performance.

Troubleshoot high level physical layer issues on circuits.

Create trouble ticket which summarizes reported trouble, managing and correlating multiple trouble reports and documenting all activities per defined procedures.

Answer inbound calls and/or redirect calls to proper Lumen organization if required, demonstrating excellent customer service skills.

Initiate internal escalations and provide follow‑up.

Act as mentor to peers and lead training efforts for less experienced teammates.

Demonstrate proficiency with trouble ticketing applications as well as network monitoring tools and other internal platforms.

Maintain knowledge of troubleshooting circuit degradation issues, including utilization, bandwidth and latency problems.

What We Look For in a Candidate

5+ years of technical customer call center experience.
Associate degree in Engineering, Electronics, Networking or related technical or vocational education or equivalent work experience.
Experience with Cisco IOS and IOS‑XR.
Experience with Alcatel, Juniper, and/or Overture routers and switches to include command line interface.
Strong understanding of the OSI Networking model, especially physical, data link, and network layers.
Experience working on complex IP issues.
Understanding of Linux/Unix as a user with troubleshooting and testing experience.
Ability to work independently with minimal supervision and manage multiple tasks at once, including ticket administration, communications, and follow‑up activities.
Preferred:
Cisco, Alcatel, Juniper or…