About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.

Lumen’s commitment to workplace inclusion and employee support shines bright. We’ve made the Newsweek 2024 Greatest Workplaces for Diversity list and achieved a perfect score of 100 on the Human Rights Campaign Corporate Equality Index (CEI) for the fifth consecutive year. Plus, we’re the top employer in the communications and telecom industry, ranking 12th overall across all industries in The American Opportunity Index.

We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

The Role

The Operations Technician II is responsible for delivery of world class professional service delivery and management of Lumen Vyvx Broadcast services. This coordinated effort of putting clients' needs as priority includes activation of customer services, obtaining visual confirmation, service extensions, booking of reservations, maintaining quality assurance of video and satellite signal and customer services, overseeing availability, limiting Mean Time To Restoral (MTTR), scheduling maintenance, proactive monitoring, and overseeing the integrity of the delivery system.

Location and Schedule

We are looking for individuals who are in Atlanta, GA with the ability to work all shifts in a 7x24x365 call center including off hours/on call and during holidays.

The Main Responsibilities

• Understanding of Satellite and Teleport operations, Telecom Networks, Digital Video and Audio tests and measurements, IP, MPEG, JPEG, ASI, SDI, NTSC, and Dolby-E

• Assumes routing tasks for multiple projects and is sometimes called upon to make decisions with minimal Supervision

• Leadership: reacts well under pressure; shows initiative and courage to take action, especially in the absence of a Sr. Technician and Management team

• Receive and place customer calls in a call center capacity

• Open, document, manage, and close electronic tickets

• Collaborate and work as team with co-workers, other departments, vendors, and customers

• Performs a wide spectrum of moderately difficult assignments requiring alternative analysis, innovation and judgment

• Coordinate broadcast television services utilizing multiple Vyvx fiber optic networks, satellite, teleport, and vendor facilities while ensuring service level standards are met

• Switch broadcast signals into the control center for visual confirmation

• Confirm valid broadcast signals from source, switch into third party vendor

• Responsible for all broadcast service restoration during an outage and impairment situations

• Extend and goodnight live reservations

• Technicians are subjected to a 24/7 operating center on a rotating schedule

What We Look For in a Candidate

• Ability to work all shifts in a 7x24x365 call center including off hours/on call and during holidays.

• Fully seasoned with typically 5+ years professional experience.

• Experience mentoring/training/coaching/collaborating with other employees

• Experience with project management.

• Proven analytical and problem-solving abilities.

• Highly self motivated and directed.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Strong customer service orientation.

• Experience working in a team-oriented, collaborative environment.

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges

$48,700 - $65,000 in these states: GA

As with the pay range variety that's based on the region of a country, specific offers are determined by various factors such as experience, education, skills, certifications and other business needs.

What to Expect Next

Based on your job application information you may be given the opportunity to complete a video interview immediately after applying. This will include a set of questions for you to record a response to in addition to Game Challenges. Completion of this video interview is a requirement in order to be considered for our open position. Now not a good time? No worries, we will also send you an email with a link to complete the video interview. We strongly recommend that you complete this within 5 days of your application date.

Requisition #: 333539

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page (https://jobs.lumen.com/global/en/faq) . Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Equal Employment Opportunities

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Salary Range

Salary Min :

48700

Salary Max :

65000

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.