Job Description

Lumen is the trusted network for AI. We’re transforming how businesses connect, secure, and scale in an AI-driven world.

By connecting people, data, and applications quickly, securely, and effortlessly, we help organizations move faster and unlock what’s next.

At Lumen, people power progress. Our culture is built on teamwork, trust, and transparency, giving you the flexibility, support, and opportunity to make a lasting impact. We’re looking for top-tier talent ready to take on the challenge. Join us in building the future.

The Role

As Operations Technical Support 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 Poznań are the single point of contact 24x7, 365 days a year to our customers.

Our knowledge bases as well as procedures and processes help you ask the right questions and find guidance to troubleshoot issues. If you open a case, you keep ownership of it until it is closed — but no worries, it’s a team effort, and many situations require interacting with your direct team members here in Poznań or with our extended global support operations to find a solution.
This is a fully remote position (within Poland) based on a rotating shift schedule.

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

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

What to Expect Next

Requisition #: 341489

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.

Privacy Notice

Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our 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.

To review Lumen’s Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice