Operations Technical Support I

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. At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter. This 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. The Role 
 The 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. This 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. Working 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. Location: Remote (within Poland) Benefits: 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). The Main Responsibilities 
 Interact with customers via multiple communications methods, per established customer service and quality guidelines 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. Maintain/enhance relationships with other support organizations (internal and external) to help resolve problems. Demonstrate the ability to appropriately escalate issues. Ensure ticket documentation is accurate and thorough. Maintain ownership of workload Identify recurring incidents and trends and escalate appropriately. Take applicable/assigned training courses. Ensure the knowledgebase is kept up to date. Adhere to documented personnel and department guidelines and policies. Contribute toward/lead continuous improvement efforts/initiatives; may lead projects. Perform other related duties as assigned. What We Look For in a Candidate 
 Professional fluency in English, both written and verbal. Excellent Customer Service & Attitude  Excellent listening/understanding, verbal, and written communications Team Player/Mentor Excellent contact control, analytical and problem solving skills Proactive and Accountable  Possess a sense of urgency and maintain stress awareness/management Ability to multi-task while being attentive to the customer Adaptability, Flexibility, Innovative/Creative Solutions Desire to learn, and maintain/enhance knowledge Readily accept feedback, mentoring, and coaching Working knowledge of Microsoft Office suite, ticketing tools, and troubleshooting tools. Understanding/experience in networking, web, email, mobile, security, and managed services technologies. 1 - 2 years IT customer service experience or other pertinent related experience  Requisition #: 342819 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