Service Operations Specialist

Service Operations Specialist

Lumos is looking for a Service Operations Specialist 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.

Lumos is on a mission to deliver lightning-fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we've joined forces with T-Mobile to launch T-Fibera joint venture that blends Lumos' infrastructure expertise with T-Mobile's national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi-family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgiaand a shared goal of reaching 12 to 15 million homes by 2030Lumos is playing a vital role in closing the digital divide.

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

• Performs preventive maintenance on equipment at RSB CO, Remote, DLC, and COLO sites.
• Conducts advanced OTDR traces & fiber characterization.
• Installs and troubleshoots basic voice, data, video services, & CPE (Residential Gateways, Routers, etc.).
• Manages data entry tasks, including updating trouble tickets, orders, timesheets, etc.
• Serves as a SME in operating, maintaining, troubleshooting, and repairing RSB CO, Remote, DLC, and COLO equipment.
• Supports RSB engineering projects, including the installation of GPON cards, turning up new Access Gear & Splitters, upgrading ONTs, and working on equipment upgrades.
• Assists Network Operations on troubleshooting, isolating, and resolving operational & hardware issues related to RSB CO, Remote, DLC, and COLO equipment.

Knowledge, Skills, and Abilities Required

• Strong verbal and written communication skills.
• Experience interacting directly with customers to troubleshoot.
• 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 & 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.

Other Experience & Requirements

• 5+ 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

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

Applicant Eligibility Notice: Applicants must be at least eighteen (18) years of age at the time of application.

At Lumos we recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities. We have a longstanding policy of providing a work environment that respects the dignity and worth of each individual and is free from all forms of employment discrimination, including harassment, because of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We will provide reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws.