IT Operations Technical Support I (English & Spanish)

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

As Operations Technical Support I you will act as the face of the Service Desk and Lumen by having direct contact and interaction with our customers primarily via email and phone. Our Service Desks in Poznan are the single point of contact 24x7 365 days a year to our customers.

Our knowledge bases as well as procedures and processes are helping you to ask the right questions and find help to troubleshoot the issue. If you open the case, you keep ownership of it till its closed but no worries, it's a team effort, a lot of situations require interactions with your direct team members here in Poznan or with our extended global support operations to find a solution.

The Main Responsibilities

• First point of contact for our clients, via multiple communications methods, per established customer service and quality guidelines
• Troubleshoot / fix issues on first contact if possible.
• Troubleshoot, collection information and escalate to Tier 2 &3 support if not able to fix the issue right away.
• Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are chased throughout the incident life cycle, manage the resolution of issues and keep clients informed unless otherwise specified by specific client.
• Keep ownership of tickets till resolution.
• Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times
• Challenges the status quo and seek constant service improvements.
• 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.
• Ensure ticket documentation is accurate and thorough.
• Identify recurring incidents and trends and escalate appropriately.

What We Look For in a Candidate

Required:

• Excellent verbal, written and analytical skills in English and Spanish
• Desire to WOW the customer
• Knowledge or understanding of IT infrastructure

Desirable:

• French language

Requisition #: 339331

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.