OPERATIONS TECHNICIAN III - PUB SEC

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.

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 III – Federal is a highly skilled network operations professional responsible for circuit and equipment restoration, customer support, and proactive network monitoring. This role involves identifying and resolving customer-reported issues, performing advanced remote diagnostics, and escalating trouble to ensure timely resolution. Technicians utilize tools like SolarWinds and Web Helpdesk to monitor and isolate Layer 2/3 issues across IP, VPN, and MPLS networks, and maintain expertise in DS0/DS1/DS3 circuits, Ethernet, and private line services. They work across platforms including Cisco, Juniper, Meraki, FortiGate, and SDWAN, and apply advanced knowledge of IP routing, TCP/IP, DNS, and email troubleshooting. The technician collaborates with local exchange carriers and internal operations centers to restore services within SLA parameters, while keeping management and program offices informed of risks and impact assessments. With strong customer service skills and the ability to work independently in a 24x7 call center environment, the Operations Technician III demonstrates ownership, accountability, and leadership in resolving complex network issues and mentoring team members.

The Main Responsibilities

• Perform circuit and equipment/network restoration, recognizing potential jeopardy conditions and ensuring timely resolution of customer-reported trouble.
• Manage circuits ranging from T1 to 100Gb, including Ethernet, IP, long-haul, metro, and international optical networks; perform testing and activation of new network circuits.
• Work closely with Federal government NOC customers to coordinate demand and scheduled maintenance in compliance with customer network management protocols.
• Troubleshoot complex network issues involving power, hardware, routers, CSU/DSU, and carrier services, using advanced diagnostics across Layer 1, 2, and 3.
• Analyze network troubles, assess performance data, and develop design optimization plans to improve service delivery and network efficiency.
• Interface with fiber vendors, telecom providers, and internal teams to resolve complex technical issues and coordinate service restoration.
• Participate as a Lead or Subject Matter Expert (SME) in customer meetings, procedural reviews, audits, and other technical engagements.
• Review and interpret electric data processing (EDP) and as-built engineering documentation to support provisioning and restoration efforts.
• Coordinate and track return material authorization (RMA) requests, including vendor interface and completion of RMA submittal forms.
• Analyze, test, and repair Layer 2/3 network problems; ensure services conform to customer-mandated SLAs for latency, packet loss, jitter, and throughput using tools such as Iperf and Brix.
• Monitor and isolate network issues using SolarWinds Orion and Web Help Desk; document advanced troubleshooting steps and resolution paths for knowledge sharing and operational continuity.
• Execute complex translations and maintenance assignments on switching equipment, including VOIP systems, remote switches, MUXs, and Wireless Access Points.
• Perform advanced Layer 1 troubleshooting for DS0, DS1, DS3, point-to-point, private line, and Ethernet circuits, with the ability to isolate and resolve physical layer faults.
• Apply advanced knowledge of IP routing, TCP/IP, DNS, email systems, and MPLS to resolve high-impact network issues across Cisco, Juniper, SDWAN, and FortiGate platforms.
• Demonstrate full ownership and accountability in assigned areas, proactively resolving issues and mentoring team members with minimal supervision.
• Apply strong customer service skills in a 24x7 call center environment, with flexibility to work off-hours, on-call, and during holidays.
• Maintain proficiency with internal tools and ticketing systems, and contribute to continuous improvement through coaching, documentation, and knowledge transfer.
• Ability to identify and resolve customer reported trouble. 
• Takes full ownership and accountability in areas assigned. Takes independent action and rarely requires guidance, often proactively take the lead on technical issues/concerns.

What We Look For in a Candidate

Basic Qualifications:

• Required - Cisco CCNA certifications or equiv