IT OPERATIONS TECHNICIAN II

Partner in a team environment to provide customer support, provisioning, service monitoring and infrastructure support for Hosting products. May configure complex systems including highly available clustered systems. Provides problem resolution and system admin support. Provides on-call support with ability to identify and resolve most problems. Work with customer during system installation and is responsible for executing final test plan. May perform planning functions. Support hosting infrastructure which includes systems monitoring, backup and restore capabilities, security, maintenance, and implementation of tools. Understand technical changes and advancements in server infrastructure environments. This role will be supporting senior level Executives.

• Set up and move workstations; repairing PCs; imaging PCs; and troubleshooting printer problems and network connectivity issues of moderate complexity.
• Respond to requests for software installation and follow procedures for confirmation of approved software and licensing availability. Configure and troubleshoot as needed. Escalate for evaluation and complex troubleshooting if necessary.
• Troubleshoot issues with telecommunications service, equipment and setup within defined procedures. Follow appropriate escalation paths as necessary.
• Assist with ISP connectivity issues for work at home employees with company provided ISP service. Contact Internet Service Provider representatives to facilitate resolution of issues and monitor completion timelines.
• With moderate supervision, conduct computer diagnostics to investigate and diagnose hardware and software problems. May replace defective components, and provide technical assistance.
• Notify licensing asset manager regarding unused licenses and follow proper controls in accordance with company policy and procedures.
• Provide technical support of moderate complexity to computer users relying primarily on previous experience but also referring to documented procedures and available tools as needed.
• Facilitate IT help tickets to closure in a timely manner, and assist lower level IT Support Technicians in resolving larger issues.
• Work with management to determine appropriate next steps for IT concerns not specific to the IT Support department.
• Assist in collecting and updating any job-specific documentation and job aids for future use.
• Be a peer resource for lower level IT Support Technicians on software and equipment.
• Operate within existing company systems policies and procedures related to users, system environments, directories, and security.
• Ensure that data backups are completed on schedule and without error; coordinate IT disaster recovery operations, and review inventory of computer parts and orders for emergency repairs to ensure minimal downtime. Troubleshoot errors of moderate complexity.

• Ability to be present in office daily when on shift.
• Must be willing to work in a 24/7 environment with travel up to 30%.
• Assoc degree or equivalent education and relevant experience.
• 8 years related experience in specific area or equivalent.
• May require technical certification.

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.

Location Based Pay Ranges:

$66,544 - $88,725 in these states: CO

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits
• Bonus Structure

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