Infrastructure Technician V

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*
* At Lumen, this role supports and advances the critical infrastructure customers rely on today while helping build the AI-ready networks and platforms of tomorrow. Operating in an environment defined by performance, security, resilience, and innovation, the successful candidate will have the opportunity to take ownership, solve complex challenges, and make a measurable impact. As part of a collaborative team, this position provides customer support, provisioning, service monitoring, and infrastructure support for hosting products, including highly available clustered systems.

Responsibilities include troubleshooting and resolving technical issues, providing system administration support, participating in on-call operations, and working directly with customers during system installations and final testing. The role also supports and enhances hosting infrastructure through systems monitoring, backup and recovery, security, maintenance, and tool implementation. At Lumen, bold ideas are valued, expectations are clear, and trust is built into the way teams operate-empowering employees to expand their expertise, embrace emerging technologies, and help shape the future of connected experiences.

** Location*
* This is a work from home position within the US.

** The Main Responsibilities*
* + Set up and move workstations; repairing PCs; imaging PCs; and troubleshooting printer problems and network connectivity issues of moderate complexity.

+ Respond to requests for software installation and follow procedures for confirmation of approved software and licensing availability.  Configure and troubleshoot as needed. Escalate for evaluation and complex troubleshooting if necessary.

+ Troubleshoot issues with telecommunications service, equipment and setup within defined procedures. Follow appropriate escalation paths as necessary.

+ Assist with ISP connectivity issues for work at home employees with company provided ISP service.  Contact Internet Service Provider representatives to facilitate resolution of issues and monitor completion timelines.

+ With moderate supervision, conduct computer diagnostics to investigate and diagnose hardware and software problems. May replace defective components, and provide technical assistance.

+ Notify licensing asset manager regarding unused licenses and follow proper controls in accordance with company policy and procedures.

+ Provide technical support of moderate complexity to computer users relying primarily on previous experience but also referring to documented procedures and available tools as needed.

+ Facilitate IT help tickets to closure in a timely manner, and assist lower level IT Support Technicians in resolving larger issues.

+ Work with management to determine appropriate next steps for IT concerns not specific to the IT Support department.

+ Assist in collecting and updating any job-specific documentation and job aids for future use.

+ Be a peer resource for lower level IT Support Technicians on software and equipment.

+ Operate within existing company systems policies and procedures related to users, system environments, directories, and security.

+ Ensure that data backups are completed on schedule and without error; coordinate IT disaster recovery operations, and review inventory of computer parts and orders for emergency repairs to ensure minimal downtime. Troubleshoot errors of moderate…