Service Operations Specialist

About the role

Lumos is seeking a Service Operations Specialist to join our team. This role involves setting up, testing, and maintaining services and equipment in homes and businesses. Technicians will install fiber facilities, including Multi-Ports, and manage customer relationships through the Service Operations Center (SOC).

Responsibilities

• Perform preventive maintenance on equipment at various sites.
• Conduct advanced OTDR traces and fiber characterization.
• Install and troubleshoot basic voice, data, video services, and Customer Premises Equipment (CPE).
• Manage data entry tasks, such as updating trouble tickets, orders, timesheets, etc.
• Serve as a Subject Matter Expert (SME) in operating, maintaining, troubleshooting, and repairing RSB CO, Remote, DLC, and COLO equipment.
• Support RSB engineering projects, including the installation of GPON cards, turning up new Access Gear & Splitters, upgrading ONTs, and working on equipment upgrades.
• Assist Network Operations in troubleshooting, isolating, and resolving operational and hardware issues related to RSB CO, Remote, DLC, and COLO equipment.

Requirements

• Strong verbal and written communication skills.
• Experience interacting directly with customers to troubleshoot.
• A safe driving record.
• Experience using MS Office Suite.
• Proficient 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 and 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.
• Proficient in IP subnetting.
• Supports the development of Operations Service Technicians on the team.

Knowledge, Skills, and Abilities Required

• Strong verbal and written communication skills.
• Experience interacting directly with customers to troubleshoot.
• A safe driving record.
• Experience using MS Office Suite.
• Proficient 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 and 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.
• Proficient in IP subnetting.

Other Experience & Requirements

• 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.
• Committed to continuous learning & process optimization.

Physical Requirements

• 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.
• Capable of lifting and transporting 50 lbs. over a distance of 50 feet.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

Benefits & Perks

• 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.
• Discounts on Lumos Fiber Internet for employees who live in our service areas.