Operations Service Technician I (Mahoning County, OH)

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 Mahoning County, OH, to ensure a timely service response. ***

Company Summary

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.

Our Mission and Values

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

• Install and troubleshoot basic Voice, Data, and Video services on fiber networks.
• Perform data entry tasks on computers, including updating trouble tickets, processing orders, completing timesheets, system and equipment provisioning, and internet service updates.
• Provision and configure Wi-Fi, including SSID settings, Guest Network Access, and wireless firewall options.
• Troubleshoot and resolve wireless issues.
• Install and troubleshoot customer premise equipment (e.g., residential gateways, routers, switches, security systems, and station wiring).
• Install and troubleshoot circuits (e.g., Voice, Broadband).
• Performs other duties as assigned.
• Training Components – Technician I (Non-Inclusive):
  • Training may include Zhone, SmartRG, AirTies, cabling and testing, Light Level Meter operation, and other relevant training as deemed necessary.

Knowledge, Skills, and Abilities Required

• Strong verbal and written communication skills.
• Experience interacting directly with customers to troubleshoot and resolve issues.
• Safe driving record.
• Experience using MS Office Suite.
• Ability to understand and use technical documentation.
• Must reside within 30 minutes of the normal reporting location, including home-based work locations.
• Detail-Oriented and Quality-Driven: Committed to accuracy and thoroughness, proactively seeks and applies feedback for continuous improvement, and consistently monitors work to uphold and enhance quality standards.
• Available for various schedules, including weekends, holidays, overtime, and on-call duties as needed.

Other Experience & Requirements

• 0-2 years of related experience
• High School Diploma or Equivalent Certification is required.
• Fiber or Telecom industry experience preferred.

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 and 12 Paid Holidays / Personal Days.
• 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.

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.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.