Service Operations Specialist (Mahoning County, OH)

Are you a skilled technician with a passion for problem-solving and delivering top-notch customer experiences? Lumos is looking for an experienced Service Operations Specialist to join our team! In this role, you’ll be at the forefront of installing, activating, testing, and troubleshooting Lumos Residential and Business Services, ensuring customers receive seamless and reliable connectivity. You’ll perform advanced OTDR traces and fiber characterization while also conducting preventive maintenance on RSB equipment at Host, Remote, COLO, POP, and DLC locations.

As a Subject Matter Expert, you’ll be a go-to resource for operating, maintaining, troubleshooting, and repairing Lumos Networks RSB CO, Remote, DLC, and COLO equipment. This is an excellent opportunity for individuals with strong technical skills and a customer-centric approach to drive positive results.

If you’re ready to bring your expertise to a dynamic and growing company, Lumos invites you to apply and contribute to the success of our team!

*** 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

• Perform preventive maintenance on equipment located at RSB CO, Remote, DLC, and COLO sites.
• Conduct advanced OTDR traces and fiber characterization.
• Install and troubleshoot basic voice, data, and video services, as well as CPE (Residential Gateways, Routers, etc.).
• Manage data entry tasks, including updating Trouble Tickets, Orders Timesheet’s, etc.
• Serve as a Subject Matter Expert 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 and Splitters, upgrading ONTs, and working on equipment upgrades.
• Assist Net Ops in troubleshooting, isolating, and resolving operational and hardware issues related to RSB CO, Remote, DLC, and COLO equipment.

Knowledge, Skills, and Abilities Required

• 5-7 years of experience in the telecommunications industry.
• Proficiency in network cabling, basic electrical systems, basic telephony, and grounding/bonding (ANSI/EIA/TIA-607).
• Experience in maintaining power equipment, including rectifiers, batteries, and generators.
• Ability to read and understand cross-connects for fiber LCC cabinets and splitters.
• Extensive experience with advanced GPON and fiber-based services and equipment.
• Knowledge of voice services (SIP) and related hardware.
• Working knowledge of video services and associated hardware.
• Familiarity with LAN/WAN services and related hardware.
• Proficient in IP subnetting.
• Ability to make sound business decisions that align with customer expectations
• Support the development of Technician I and II roles
• Willingness to attend relevant schools, training classes, and seminars as required.

Other Experience & Requirements

• Must reside within a 30-minute radius of the designated reporting location.
• Demonstrates strong attention to detail by ensuring accuracy and thoroughness in all tasks.
• Actively seeks opportunities to improve quality and efficiency through continuous learning and process optimization.
• Willingly applies feedback to enhance performance and drive better outcomes.
• Regularly evaluates and monitors own work to ensure high-quality standards are consistently met.

Physical Requirements

• Ability to safely climb utility poles and work at heights, as well as carry and handle extension ladders and step ladders as required for job duties.
• Capable of lifting and transporting up to 50 lbs. over distances of up to 50 feet.
• Willingness to work flexible hours, including weekends, holidays, overtime, and on-call shifts, as needed.
• Ability to work in confined spaces, including attics, crawl spaces, and other challenging environments.

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.

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.