{"id":3139922,"url":"https://alion.io/job/lumen-technologies-operations-technical-support-i","title":"Operations Technical Support I","company":{"id":94167,"name":"Lumen Technologies","domain":"lumen.com","url":"https://alion.io/company/lumen-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Eightfold","truth_index":{"grade":"A","score":88,"open_postings":43,"ghost_share":0.093,"stale_share":0.093,"repost_share":0.256,"time_to_fill_p50_days":47,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":16000,"max_usd":32000,"period":"year","method":"role_seniority_country_cell","sample_n":22},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-29T13:10:09Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T20:41:46Z","board_verified":true,"closed_at":null,"days_open":26,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":26},"description":"Lumen is the trusted network for the AI-powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high-performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.\nAt Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.\nThis is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI-ready connectivity, join us today.\nThe Role\nThe Operations Technical Support 1 (Service Desk Analyst) is responsible for providing Tier 1 IT Service Desk Support in a customer focused, team oriented, support environment. Tier 1 IT Service Desk Support includes customer incidents (break/fix, requests, and how to), and related support functions/duties.\nThis opportunity is work from home position, being a member of a Virtual IT Service Desk for one or more customers. We have various schedules throughout the week, including 4 days x10 hours or 5 days x 8 hours. Available schedules may change based on business needs.\nWorking Hours: This position is part of a 24/7 support organization and requires working on a rotating shift schedule, including nights, weekends, and public holidays.\nLocation: Remote (within Poland)\nBenefits: Annual bonus, private healthcare (Medicover), Multisport card/Multicafeteria, Lunch Pass card, voluntary life insurance, PPK (voluntary), English and Polish language classes, Working Abroad Policy, and CSBF (voluntary).\nThe Main Responsibilities\nInteract with customers via multiple communications methods, per established customer service and quality guidelines\nUsing 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.\nMaintain/enhance relationships with other support organizations (internal and external) to help resolve problems.\nDemonstrate the ability to appropriately escalate issues.\nEnsure ticket documentation is accurate and thorough.\nMaintain ownership of workload\nIdentify recurring incidents and trends and escalate appropriately.\nTake applicable/assigned training courses.\nEnsure the knowledgebase is kept up to date.\nAdhere to documented personnel and department guidelines and policies.\nContribute toward/lead continuous improvement efforts/initiatives; may lead projects.\nPerform other related duties as assigned. \nWhat We Look For in a Candidate\nExcellent Customer Service & Attitude \nExcellent listening/understanding, verbal, and written communications\nTeam Player/Mentor\nExcellent contact control, analytical and problem solving skills\nProactive and Accountable \nPossess a sense of urgency and maintain stress awareness/management\nAbility to multi-task while being attentive to the customer\nAdaptability, Flexibility, Innovative/Creative Solutions\nDesire to learn, and maintain/enhance knowledge\nReadily accept feedback, mentoring, and coaching\nWorking knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools.\nUnderstanding/experience in networking, web, email, mobile, security, and managed services technologies.\n1 - 2 years IT customer service experience or other pertinent related experience \nRequisition #: 343683\nThe 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.\nWe 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.\nWe 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.\nJoin 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.\nPrivacy Notice\nLumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.\nTo review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:\nhttps://jobs.lumen.com/global/en/privacy-notice","description_format":"text","description_chars":5498,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"phd","optional":false},"security_clearance":false,"languages":[{"language":"Polish","level":"All levels","optional":false}]},"benefits":["Cafeteria","Life insurance"],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Enterprise Networks","Managed Network Services","Optical Communications"],"lifecycle":[{"event":"open","at":"2026-10-23T07:46:21Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.901,"p_room":0.9,"age_days":25,"expected_fill_days":47,"reasons":["conf:0","velocity","win:mid","comp:junior,brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/lumen-technologies-operations-technical-support-i","json_url":"https://alion.io/job/lumen-technologies-operations-technical-support-i.json","meta":{"generated_at":"2026-10-25T20:55:00Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29513,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":94167},"rest":"https://alion.io/mcp/rest/get_company?id=94167"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flumen-technologies-operations-technical-support-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flumen-technologies-operations-technical-support-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flumen-technologies-operations-technical-support-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lumen-technologies-operations-technical-support-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flumen-technologies-operations-technical-support-i"}]}