Operations Technical Support I

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world. By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next. At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top-tier talent ready to take on the challenge. Join us in building the future. The Role The Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties. This opportunity is work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs. The Main Responsibilities Interact with customers via multiple communications methods, per established customer service and quality guidelines Using all available resources (including but not limited to: training, knowledgebase, intuition, and escalation resources), resolve or escalate customer incidents per established guidelines, processes, and service level agreements. i.e. Provide quality solutions in a timely manner. Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues. Ensure ticket documentation is accurate and thorough. Maintain ownership of workload Identify recurring incidents and trends and escalate appropriately. Take applicable/assigned training courses. Ensure the knowledgebase is kept up to date. Adhere to documented personnel and department guidelines and policies. Contribute toward/lead continuous improvement efforts/initiatives; may lead projects. Perform other related duties as assigned. What We Look For in a Candidate Excellent Customer Service & Attitude Excellent listening/understanding, verbal, and written communications Team Player/Mentor Excellent contact control, analytical and problem solving skills Proactive and Accountable Possess a sense of urgency and maintain stress awareness/management Ability to multi-task while being attentive to the customer Adaptability, Flexibility, Innovative/Creative Solutions Desire to learn, and maintain/enhance knowledge Readily accept feedback, mentoring, and coaching Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools. Understanding/experience in networking, web, email, mobile, security, and managed services technologies. 1 - 2 years IT customer service experience or other pertinent related experience Requisition #: 341767 The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions. We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know. We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive. Privacy Notice Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data. To review Lumen’s Privacy Notice, please visit: https://jobs.lumen.com/global/en/privacy-notice Apply To This Job