About Company
Lumen Technologies (formerly CenturyLink) is a global technology leader committed to empowering human progress through technology. We connect people, data, and applications – quickly, securely, and effortlessly. With a vast network infrastructure spanning the globe, we provide advanced communication, network, and security services to enterprise customers, government, and wholesale carriers. At Lumen, we believe in the power of connection and innovation. We foster a culture where creativity is encouraged, collaboration is key, and every team member plays a vital role in shaping the future of connectivity. We are driven by a mission to deliver a superior customer experience, backed by a team of passionate, skilled professionals who are dedicated to making a real impact. Joining Lumen means becoming part of a forward-thinking organization that values diversity, continuous learning, and career growth.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Do you thrive in a dynamic, fast-paced environment and excel at delivering exceptional customer service, all from the comfort of your home? Lumen Technologies is seeking a dedicated and enthusiastic Remote Help Desk Operator to join our dynamic IT support team. In this fully remote role, you will be the first point of contact for our internal employees and external clients, providing critical technical assistance and ensuring their technology runs smoothly.
As a Remote Help Desk Operator, you will play a crucial role in maintaining the operational efficiency of our diverse technological ecosystem. Your day-to-day will involve diagnosing and resolving a wide array of technical issues, from password resets and software installations to network connectivity problems and hardware troubleshooting. You’ll utilize various communication channels, including phone, email, and chat, to interact with users, guiding them through solutions with patience and clarity. This position offers a unique opportunity to grow your technical skills, work with cutting-edge tools, and contribute directly to the productivity and satisfaction of our global workforce and client base. We are looking for an individual who is not only technically proficient but also possesses excellent communication skills, a strong customer-centric approach, and the ability to adapt to evolving technical landscapes. If you’re eager to embark on a rewarding career path where your contributions are valued, and you have the autonomy to manage your workspace, then this remote opportunity at Lumen Technologies is for you. We provide comprehensive training and ongoing support to ensure your success, making this an ideal role for individuals looking to start or advance their career in IT support within a leading telecommunications and technology company.
Key Responsibilities
- Provide first-line technical support via phone, email, and chat for a wide range of hardware, software, and network-related issues.
- Diagnose, troubleshoot, and resolve technical problems efficiently and accurately, escalating complex issues to appropriate Tier 2 or 3 support teams when necessary.
- Perform remote desktop support, software installations, configurations, and updates.
- Assist users with password resets, account unlocks, and access permission adjustments.
- Document all support interactions, resolutions, and troubleshooting steps thoroughly in the ticketing system.
- Educate users on best practices for system usage and security protocols.
- Monitor system performance and alert relevant teams to potential issues.
- Contribute to the creation and maintenance of a knowledge base for common technical issues and solutions.
- Maintain a high level of customer satisfaction through professional and courteous communication.
- Participate in ongoing training and professional development to stay current with technology trends and company systems.
Required Skills
- Excellent verbal and written communication skills.
- Strong problem-solving and analytical abilities.
- Proficiency with Windows and macOS operating systems.
- Familiarity with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Teams).
- Basic understanding of network concepts (TCP/IP, DNS, VPN).
- Ability to work independently and manage time effectively in a remote environment.
- Exceptional customer service orientation and interpersonal skills.
- Capability to learn new technologies quickly.
Preferred Qualifications
- CompTIA A+, Network+, or ITIL Foundation certification.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk).
- Prior experience in a remote help desk or technical support role.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Familiarity with cloud-based applications and services (e.g., Office 365, Google Workspace).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching.
- Opportunities for professional development and career advancement.
- Access to extensive online training platforms and certification support.
- Employee assistance program and wellness initiatives.
- Flexible remote work environment with a strong emphasis on work-life balance.
- Company-provided equipment (laptop, monitor, headset, etc.).
- Supportive and collaborative team culture.
How to Apply
To apply, please click on the application link below and submit your resume and cover letter directly through our career portal. We look forward to reviewing your qualifications!