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Lumen IT Operations Technical Support II Town & Country, MO in TOWN AND COUNTRY, Missouri

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’s 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

Reporting to the Manager of Operations Center Hosting Compute, the Associate Engineer is responsible for proactive monitoring, diagnostics and resolution of Tier 1, 2, and 2.5 issues related to the Lumen customer base in a team oriented support center.

The Main Responsibilities

The Adaptive Desk team is accountable for all platform support for Lumen managed hosting customers, comprising of Incident Management, Change Management, Request Fulfillment, Event Management and interacting closely with Problem management.

Position Objectives:

• Prove to our customers that every experience matters by delivering the best customer experience possible

• Follow all documented procedures related to the Associate Engineer position

• Keep the client and their open tickets up to date at all times on incident progress

• Manage, triage and resolve tickets raised off of alerts received from our hosting environment

• Manage, triage and resolve tickets raised by the customer via telephone, e-mail and portal

• React to proactive events in a timely manner as specified in the procedural documentation and training

• Work with management on individual and team wide progress and improvements

• Work in a team environment - multi-culture and global

• Duties as assigned by supervisor

What We Look For in a Candidate


  • Associates degree or equivalent in IT, Red Hat or Microsoft professional qualification or equivalent proven experience in a technical support role OR 1+ years' experience in a server support and/or troubleshooting role.

  • Confident, professional and courteous when dealing directly with clients

  • Excellent written and verbal communication skills

  • Ability to work under pressure

  • Positive, proactive and can-do attitude

  • Basic knowledge and understanding of networking protocols and infrastructure

  • Working knowledge and understanding of UNIX/Linux operating systems OR working knowledge and understanding of Microsoft operating systems


  • Bachelor’s degree or equivalent IT, Red Hat or Microsoft professional qualification or equivalent proven experience in a technical support role OR 2+ years' experience in a server support and/or troubleshooting role.

  • Previous VMware experience

  • Host and network based firewalls

  • Understanding of Web Technologies: DNS, Load Balancers, Apache, IIS

  • Understanding of Cloud Hosting technologies: AWS, Azure, Lumen Cloud

  • Previous system administration experience with related technologies

Requisition #: 240895

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, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


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.

Salary Range

Salary Min :


Salary Max :


This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information here. (https://jobs.lumen.com/global/en/compensation-information) We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking here. (https://centurylinkbenefits.com)

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.