Job Description

About Lumen
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen\xe2\x80\x99s network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at news.lumen.com, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The role of the Provisioning Technician is to deliver network products and services including MPLS. IPVPN, DIA, SD-WAN, OWS and CPE configuration. The objective of the role is to successfully deploy & deliver solutions or products for Clients to agreed timescales, budgeted costs and the required quality levels and to provide technical knowledge of delivery of services to client and internal teams. As a subject matter expert (SME), interaction with 3rd party suppliers and internal teams to troubleshoot and resolve any technical issues is a requirement. The role need to perform queue management, service management and customer interaction throughout the lifecycle of delivery and ensures the successful handover on final acceptance

The Main Responsibilities

• Performs data entry to process orders within multiple systems (internal and/or external). Updates all system notes to ensure latest order status is accurately reflected in the orders systems.
• Verifies customer orders by ensuring all relevant information is contained and accurate in the order to issue an access service request. Owns and resolves all issues or related problematic activities against assigned orders. Coordinate with internal regional, cross-regional team, cross functional team to clarify network orders requirements
• Issues and manages customer orders to 3rd Party vendors ensuring timely and accurate delivery of service.
• Drives vendor escalations to first & second level to drive Firm Order Commitment
• Analyses, troubleshoot, isolate and correct complex issues across multi-vendor, multi-layer carrier networks and internal stakeholders.
• Responds to requests and provides assistance to other internal departments with system/task related inquiries or processes.
• Ensure that requirements are met with sufficient planning, execution and validation according to the original customer objective
• Handle decommission of network services & product following the defined process and guideline.
• Act as the provisioning process SME. Proactive in identifying and suggesting process improvements that can increase service delivery efficiency, handover times and customer satisfaction
• Participate in weekly vendor calls to bring up high priority and escalation orders for vendor attention, follow-up & improvement.
• Provide detail reports and comprehensive summaries on weekly, monthly of delivery performance

What We Look For in a Candidate

• At least 1 year telecommunications or related provisioning experience;
• Minimum Diploma in Infocomm Technology or equivalent
• Ability to adhere to multiple processes, and achieve a high degree of accuracy;
• Ability to manage multiple orders and systems;
• Ability to facilitate issues to resolution;
• Ability to work overtime as necessary
• Team player
• Knowledge of transport networks \xe2\x80\x93 SDH, DWDM, Fiber, Ethernet and MPLS is preferred

Requisition #: 325938 When applying for a position, you may be subject to a background screen (criminal records check, motor vehicle report, and/or drug screen), depending on the requirements for the position. More information on what\xe2\x80\x99s included in these checks can be found in the Post Offer section of our FAQ page. Job-related concerns noted in the background screen may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis. EEO Statement
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, \xe2\x80\x9cprotected statuses\xe2\x80\x9d). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer
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.