Service Operations Specialist

Service Operations Specialist

Lumos is looking for Operations Service Technicians to bring the future of connectivity to our customers. In this role, you'll be responsible for installing, testing, and maintaining services and equipment in homes and businesses. Technicians set up fiber facilities, including Multi-Ports, and remove company-owned ONTs as needed. You will handle provisioning, testing, maintenance, and troubleshooting of GPON/PON, routers, switches, DSL equipment, and more. Additionally, you'll install cross-connects at cross-connect and LCC cabinets for fiber circuits. Working onsite with customers and in collaboration with our Service Operations Center (SOC), you'll play a key role in ensuring seamless connectivity.

This is a remote position with on-site responsibilities; technicians are dispatched to client locations as needed. Candidates must reside within 30 minutes of Citrus County,FL.

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio, Illinois, Kentucky, and Alabama.

We believe that the possibilities of tomorrow can't be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things – the future. Because whatever the future holds, Lumos makes it faster.

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can't be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That's why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there's no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

Essential functions include performing preventive maintenance on equipment at RSB CO, Remote, DLC, and COLO sites; conducting advanced OTDR traces & fiber characterization; installing and troubleshooting basic voice, data, video services, & CPE (Residential Gateways, Routers, etc.); managing data entry tasks, including updating trouble tickets, orders, timesheets, etc.; serving as a SME in operating, maintaining, troubleshooting, and repairing RSB CO, Remote, DLC, and COLO equipment; supporting RSB engineering projects, including the installation of GPON cards, turning up new Access Gear & Splitters, upgrading ONTs, and working on equipment upgrades; and assisting Network Operations on troubleshooting, isolating, and resolving operational & hardware issues related to RSB CO, Remote, DLC, and COLO equipment.

Knowledge, skills, and abilities required include strong verbal and written communication skills; experience interacting directly with customers to troubleshoot; a safe driving record; experience using MS Office Suite; proficiency in network cabling, basic electrical systems, basic telephony, and grounding/bonding (ANSI/EIA/TIA-607); experience maintaining power equipment, including rectifiers, batteries, and generators; ability to read & understand cross-connects for fiber LCC cabinets & splitters; extensive experience with advanced GPON and fiber-based services & equipment; working knowledge of voice services (SIP), video services, LAN/WAN service & hardware; proficiency in IP subnetting; and supporting the development of Operations Service Technicians on the team.

Other experience & requirements include 5-7 years' Fiber or Telecom industry experience required; High School Diploma or equivalent required; valid, fully unencumbered Driver's License required; must reside within 30 minutes' driving distance of assigned reporting location; and committed to continuous learning & process optimization.

Physical requirements include the ability to climb utility poles (where applicable) and work at heights; utilize handle extension and stepladders as required; ability to work in attics, crawl spaces, and confined areas; and capable of lifting and transporting 50 lbs. over a distance of 50 feet.

Our commitment to communities includes recruiting and rewarding the Lumos team members who are working together to build a brighter tomorrow. We have: comprehensive health, dental, and vision coverage; competitive compensation packages, including bonus options for eligible positions; paid time off & paid holidays; health savings accounts (HSAs) and flexible spending accounts (FSAs); 100% employer-paid life and disability insurance; employee assistance program (EAP) with access to professional support for life's challenges; 401K plan w/ up to 5% employer contribution and a self-directed brokerage option; wellness program offering education and cash incentives for gym attendance and nutrition programs; employee referral bonuses; and discounts on Lumos Fiber Internet for employees who live in our service areas.