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.

At Lumen, this is more than a role—it is an opportunity to help shape the future of AI‑ready connectivity while supporting the critical infrastructure customers depend on every day. The Infrastructure Technician V who steps into this position joins a culture built on performance, security, resilience, and trust, where ownership is encouraged, expectations are clear, and bold ideas translate into meaningful outcomes for customers, partners, and the industry.

As part of a collaborative and high-performing team, they play a vital role in delivering exceptional customer experiences through technical support, provisioning, service monitoring, and infrastructure management for hosting solutions, including highly available clustered environments. Their work spans troubleshooting complex technical challenges, providing system administration expertise, supporting on-call operations, and partnering directly with customers during installations and final testing to ensure successful outcomes.

Beyond day-to-day operations, they help strengthen and evolve the hosting infrastructure that powers connected experiences. Through systems monitoring, backup and recovery, security management, maintenance activities, and the implementation of new tools and technologies, they contribute to building the resilient, scalable platforms of tomorrow. Along the way, they are empowered to expand their expertise, embrace emerging technologies, and make a measurable impact.

At Lumen, innovation is driven by people who are trusted to lead, inspired to grow, and motivated by the opportunity to create what’s next.

This is a work from home position within the US.

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…