Network Support Specialist

Lumos Fiber; High Point (NC); Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Comprehensive health, dental, and vision coverage

Competitive compensation packages

Paid Time Off and Paid Holidays

Health Savings Accounts (HSAs)

401K plan with employer contribution

Discounts on Lumos Fiber Internet for employees

Job summary

Lumos Fiber in High Point, NC is looking for a full-time Network Support Specialist I. The successful candidate will provide technical support for residential and small business customers, resolving issues across various services including Voice, Data, Security, and Video. This position requires in-person training in High Point, NC.

We seek individuals with 1-3 years of customer support experience, strong problem-solving skills, and proficiency with Microsoft Office. Benefits include comprehensive health coverage and a competitive compensation package.

Qualifications

• 1–3 years of experience in customer support, network troubleshooting, or technical service, preferably in telecommunications.
• Technical certifications or relevant coursework are a plus.
• Ability to read and apply technical documentation, manuals, and procedures.

Responsibilities

• Troubleshoot and resolve technical issues across hardware, software, video, broadband, and phone services.
• Support both Business and Residential products, delivering solutions in a timely manner.
• Accurately document all interactions in the service database.

Skills

Customer support

Network troubleshooting

Technical service

Problem-solving

Communication skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Overview

Lumos is hiring a full-time Network Support Specialist I. Our Network Support Specialists are the first line of technical support, working with residential and small business customers to troubleshoot and resolve issues across Voice, Data, Security, and Video services. This remote position requires in-person training at our High Point, NC location.

Responsibilities

• Troubleshoot and resolve technical issues across hardware, software, video, broadband, and phone services for residential and small business customers.
• Support both Business and Residential products, delivering effective solutions in a timely manner.
• Accurately document all interactions and updates in the service database throughout each stage of the support process.
• Monitor outages and maintenance events, gathering data and escalating when needed.
• Identify root causes, implement solutions, and escalate unresolved issues as appropriate.
• Demonstrate adaptability and knowledge retention while effectively managing multiple priorities in a fast-paced environment.
• Represent the company professionally by delivering quality service.
• Work scheduled shifts including nights, weekends, and holidays based on business needs.
• Perform additional tasks as assigned to meet business goals.

Qualifications

• 1–3 years of experience in customer support, network troubleshooting, or technical service, preferably in telecommunications.
• High school diploma or equivalent; technical certifications or relevant coursework are a plus.
• Ability to read and apply technical documentation, manuals, and procedures.
• Proficiency with computer usage, email, and Microsoft Office.

Other Experience & Requirements

• Strong problem-solving skills with the ability to think critically and resolve technical issues efficiently.
• Ability to thrive in a fast-paced environment and manage multiple tasks.
• Organized and dependable, with the ability to manage multiple support tickets with accuracy and follow-through.
• Strong communication skills with the ability to explain technical information clearly.

Physical Requirements

• Frequent sedentary periods using computers and peripherals.
• Near-constant use of sight, speech, hearing, comprehension, and reasoning.

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.
• 401K plan with employer contribution and brokerage options.
• Wellness program with education and incentives.
• Employee referral bonuses.
• Discounts on Lumos Fiber Internet for employees in service areas.

Applicant Eligibility Notice

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

EEO Statement: Lumos recruits, hires, employs, trains, promotes, and compensates individuals based on job-related qualifications and abilities. We maintain a work environment free from discrimination and harassment, in compliance with applicable laws. Reasonable accommodation is provided to qualified individuals with disabilities or based on a sincerely held religious belief, as required by law.