Activation Technician III - Broomfield, CO
Lumen

The Role

This position will be responsible for the testing of layer 1 and layer 2, implementation of services at layer 1, 2, and occasionally 3, including private line services; Ethernet, Multi-Protocol Label Switching (MPLS), Virtual Private Network (VPN), Dedicated Internet Access (DIA), Voice, Security, Managed Services and Software-Defined Wide Area Network (SD-WAN) suite of products. Responsibilities will also include product and systems knowledge related to the activated services, technical validations, pre-testing, troubleshooting, activation and post activation with customers.

The Main Responsibilities

•    Complete activations for external customers with little oversight
•    Partner with the applicable departments to trouble shoot activations for customers such as Customer Care Manager’s, Account teams and Field Ops
•    Troubleshoot post activation issues.   
•    Excel at processing orders according to Service Level Agreements (SLAs), M&P's, On-Time Performance objectives and quality standards.     
•    Excel at managing the assigned queue (May be an Automatic Call Distribution (ADC) call queue where assigned) to maintain service level objectives.         
•    Maintains and supports the network infrastructure.
•    Update all systems and databases with careful attention to detail.
•    Provides accurate and consistent internal and external customer communication during established intervals using phone, email, and ticketing notes.
•    Leverages knowledge to provide support to peers and provides new hire training.
•    Organize and complete special projects assigned by Leadership.
•    Utilize flexible scheduling to work outside of normal business hours in support of customer requests.
•    Provide top level escalation support for Leadership
•    Develop and maintain close working relationships with key stakeholders to understand evolving issues and requirements, understand upstream and downstream implications and dependencies, ensuring key solutions are executed and properly coordinated. 
•    Maintain a commitment to safe practices and holds others equally accountable.
•    Complete designated amount of work in a specified timeframe with a high degree of quality.
•    Efficiently and accurately work with multiple types of information and/or perform multiple tasks simultaneously.

What We Look For in a Candidate

Minimum Qualifications:
•    Assoc degree or equivalent education 
•    7+ years related experience in specific area or equivalent.
•    May require technical certification.
•    Knowledge of Wide Area Network (WAN) and Local Area Network (LAN) Topologies
•    Understanding and ability to interpret Circuit Designs
•    Intermediate experience with implementation of Circuits: DS1, DS3, Optical, Ethernet, and DWDM
•    Intermediate experience with Network Hardware including Routers, Switches, Wireless Access Points
•    Intermediate experience working with Internet and Private Network Solutions
•    Intermediate experience working with Voice over Internet Protocol (VOIP) Equipment or Solutions
•    Intermediate experience configuring Customer Provided Equipment (CPE) Routers and Switches
•    Excellent negotiating and persuasive skills to lead teams through change.

Preferred Qualifications:                
•    Bachelor's Degree or equivalent experience in Operations, Technology or related field
•    Certifications on related telecom or networking field. (3 certifications preferred – Cisco Certified Network Associate, Cisco Certified Network Professional, and/or MEF. Juniper or Alcatel)
•    Experience in working in a fast-paced environment and dealing with ambiguity (thinking outside of the box).
•    Intermediate knowledge of Open Systems Intercommunication model, working knowledge of TDM, Ethernet, Voice, MPLS, Internet Protocol, DWDM and Classless Inter-domain Routing (CIDR) 
•    Intermediate knowledge of Routing Protocols and Hardware Platforms to include BGP, OSPF, TCP/IP, IP Routing, Cisco 
•    Layer 2 and 3 Hardware and Software plus Cisco IOS, ATM, Frame-Relay and Juniper 
•    Layer 2 and 3 Hardware and Software plus Juno OS, DNS, Radius, UNIX 
•    Exposure to Network Design (LAN, WAN and ISP) and troubleshooting 
•    Intermediate knowledge of all Ethernet Topologies

What to Expect Next