IT Jr. Engineer - Support Technician

Lumos•High Point, NC

7d•Hybrid

About The Position

Lumos is seeking a full-time IT Jr. Engineer – Support Technician to provide technical support across all company locations. This role involves hands-on and remote assistance for PCs, printers, phones, and peripherals, as well as managing proprietary systems in Engineering, Telecom, and Corporate Security. The technician will be the primary contact for technical issues, responsible for assessing priority, resolving tickets, and escalating when necessary, while also offering Tier 2 support to the Helpdesk team. This position is crucial for maintaining smooth operations and includes participation in an on-call rotation for after-hours support. Additional duties include managing user accounts, maintaining documentation, providing application training, and supporting IT aspects of various projects, moves, and equipment setups. The role also involves installing edge network devices and mentoring teammates to ensure Lumos remains connected and productive.

Requirements

High school diploma or equivalent required.
Minimum of 2 years working as an IT Technician or in a similar technical support role.
Proficiency in Microsoft networking and familiarity with Cisco networking.
Experience working in a .NET environment.
Strong knowledge of Microsoft Office applications.
Logical hardware and software troubleshooting abilities.
Proficiency in IP phone systems, iOS and Android devices.
LAN/WAN troubleshooting skills.
Strong customer service orientation with the ability to build positive relationships across teams.
Basic project management skills, including task prioritization and meeting deadlines.
Self-motivated and able to work effectively with minimal supervision.
Applicants must be at least eighteen (18) years of age at the time of application.

Nice To Haves

Associates degree preferred.
Preferred Certifications: Microsoft Certified Professional (MCP) in Windows 11, CompTIA A+ Certification, CompTIA Network+ Certification.

Responsibilities

Provide on-site technical support, including resolving tickets, installing equipment, and relocating existing hardware.
Deliver new PCs and equipment to remote locations, potentially requiring long-distance travel or overnight stays.
Build or rebuild PCs, install new hardware or software, and add functionality through peripherals.
Test new equipment for compatibility with standard company systems.
Install and configure hardware/software and provide basic end-user training on new tools.
Respond to support calls and tickets, troubleshoot and resolve issues, or escalate to the appropriate department or vendor.
Collaborate with software/hardware manufacturers to resolve compatibility or performance issues.
Coordinate with repair vendors for equipment servicing and replacement.
Work with non-ITS teams to resolve proprietary or non-standard system issues.
Provide technical guidance and field leadership to PC Technicians, assisting with complex problem resolution.
Maintain and manage user accounts across internal and external systems, including password resets, rights management, and account security.
Enforce security policies, investigate violations, and coordinate with Human Resources on policy-related matters.
Oversee day-to-day operations and support for all IT equipment outside the Data Center, ensuring service levels for callback and resolution times are met.
Manage project timelines, ensuring completion within allotted deadlines.
Make policy decisions and exceptions with management approval.
Control system access, monitor inventory, and handle escalations or service complaints in the absence of management.
Participate in a rotating on-call schedule to address critical after-hours issues.

Benefits

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.