Operations Service Technician I

Lumos•High Point, NC

12d•Hybrid

About The Position

Lumos is hiring an Operations Service Technician I to install, test, maintain, provision, and troubleshoot services and equipment in customers’ homes and businesses. The role supports fiber facilities and customer connectivity, including work with Multi-Ports, company-owned ONTs, GPON/PON, routers, switches, DSL equipment, and cross-connects at cross-connect and LCC cabinets. Technicians work onsite with customers, dispatch to customer sites according to a daily schedule, and collaborate with the Service Operations Center (SOC). The position is described as hybrid. The role includes installing and troubleshooting basic voice, data, and video services on fiber networks; configuring Wi-Fi; resolving wireless connectivity issues; and installing and troubleshooting customer-premises equipment and circuits. Administrative work includes updating trouble tickets, processing orders, completing timesheets, and provisioning systems and equipment. Training may cover Zhone, SmartRG, AirTies, cabling and testing, Light Level Meter operation, and other relevant subjects. Technicians must be available for varied schedules, including weekends, holidays, overtime, and on-call duties as needed. The work may involve climbing utility poles and working at heights, using extension handles and stepladders, working in attics, crawl spaces, and confined areas, and lifting and carrying up to 50 pounds over 50 feet.

Requirements

At least 0 years of related experience (0+ years).
High school diploma or equivalent.
Valid, fully unencumbered driver’s license.
Reside within 30 minutes of the normal reporting location, including home-based work locations.
Experience interacting directly with customers to troubleshoot and resolve issues.
Experience using MS Office Suite.
Available for various schedules, including weekends, holidays, overtime, and on-call duties as needed.
Ability to climb utility poles where applicable and work at heights.
Ability to use handle extensions and stepladders as required.
Ability to work in attics, crawl spaces, and confined areas.
Ability to lift and transport 50 pounds over a distance of 50 feet.
Near-constant use of sight, speech, hearing, comprehension, and reasoning.
Applicants must be at least 18 years of age at the time of application.

Nice To Haves

Fiber or telecommunications industry experience preferred.
Strong verbal and written communication skills.
Safe driving record.
Ability to understand and use technical documentation.
Detail-oriented and quality-driven, with commitment to accuracy and thoroughness, ability to seek and apply feedback for continuous improvement, and consistent attention to quality standards.

Responsibilities

Install and troubleshoot basic voice, data, and video services on fiber networks.
Install, test, maintain, provision, and troubleshoot services and equipment in homes and businesses.
Set up fiber facilities, including Multi-Ports, and remove company-owned ONTs as needed.
Provision, test, maintain, and troubleshoot GPON/PON, routers, switches, DSL equipment, and related equipment.
Install cross-connects at cross-connect and LCC cabinets for fiber circuits.
Perform computer data-entry tasks, including updating trouble tickets, processing orders, completing timesheets, provisioning systems and equipment, and updating internet service.
Provision and configure Wi-Fi, including SSID settings, guest network access, and wireless firewall options.
Troubleshoot and resolve wireless connectivity issues.
Install and troubleshoot customer on-premise equipment, including residential gateways, routers, switches, security systems, and station wiring.
Install and troubleshoot circuits, including voice and broadband circuits.
Work onsite with customers and collaborate with the Service Operations Center (SOC).
Perform other assigned duties, including departmental and cross-functional projects.

Benefits

Comprehensive health, dental, and vision coverage.
Competitive compensation packages, including bonus options for eligible positions.
Paid time off and 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.
401(k) plan with 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 service areas.
Discounts on T-Mobile wireless service and select features for lines.