Service Operations Specialist

Lumos Fiber; Lorain (OH); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Bonuses

PTO

HSAs/FSAs

Life and disability insurance

401K

Wellness program

Employee referrals

Internet discounts

T-Mobile discounts

Job summary

Lumos Fiber is hiring Service Operations Technicians to install, test, and maintain fiber services and equipment in homes and businesses. You will work onsite with customers, set up GPON-based networks, and troubleshoot telecom hardware including CPE, routers, and switches.

Strong customer interaction and basic electrical and cabling skills are required. The role involves preventive maintenance, collaboration with the SOC, and supporting engineering projects like upgrading ONTs and

Qualifications

• Experience interacting directly with customers to troubleshoot.
• Proficient in MS Office Suite and basic reporting.
• Strong knowledge of fiber, GPON, and home networking.
• Ability to read cross-connects and install fiber equipment.

Responsibilities

• Performs preventive maintenance on equipment at RSB CO, Remote, DLC, and COLO sites.
• Conducts advanced OTDR traces & fiber characterization.
• Installs and troubleshoots basic voice, data, video services, & CPE.
• Manages data entry tasks like updating trouble tickets and orders.
• Serves as a SME in operating, maintaining, troubleshooting, and repairing RSB CO, Remote, DLC, and COLO equipment.
• Supports network engineering projects including GPON card installations and ONT upgrades.
• Assists in troubleshooting and resolving hardware issues across RSB CO, Remote, DLC, and COLO equipment.

Skills

Customer support

MS Office

Network cabling

Electrical systems

Grounding/bonding

Power equipment

GPON knowledge

IP subnetting

SIP voice

Education

High School Diploma

Job description

Lumos is looking for Service Operations 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.

Why Lumos

Lumos is transforming the future of connectivity by building one of the nation’s fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T-Mobile, we’re working toward a shared goal of connecting 12 to 15 million homes by 2030 while expanding access to reliable, high-speed internet in the communities we serve.

Here, you'll find more than a job, you'll have the opportunity to make an impact, take ownership of your work, and help shape how we grow. We move quickly, collaborate across teams, and believe the best ideas come from people who are curious, solutions-oriented, and ready to build what's next.

What You’ll Do

• Performs preventive maintenance on equipment at RSB CO, Remote, DLC, and COLO sites.
• Conducts advanced OTDR traces & fiber characterization.
• Installs and troubleshoots basic voice, data, video services, & CPE (Residential Gateways, Routers, etc.).
• Manages data entry tasks, including updating trouble tickets, orders, timesheets, etc.
• Serves as a SME in operating, maintaining, troubleshooting, and repairing RSB CO, Remote, DLC, and COLO equipment.
• Supports RSB engineering projects, including the installation of GPON cards, turning up new Access Gear & Splitters, upgrading ONTs, and working on equipment upgrades.
• Assists Network Operations on troubleshooting, isolating, and resolving operational & hardware issues related to RSB CO, Remote, DLC, and COLO equipment.

What You’ll Bring

• Strong verbal and written communication skills.
• Experience interacting directly with customers to troubleshoot.
• Safe driving record.
• Experience using MS Office Suite.
• Proficient in network cabling, basic electrical systems, basic telephony, and grounding/bonding (ANSI/EIA/TIA-607).
• Experience maintaining power equipment, including rectifiers, batteries, and generators.
• Ability to read & understand cross-connects for fiber LCC cabinets & splitters.
• Extensive experience with advanced GPON and fiber-based services & equipment.
• Working knowledge of voice services (SIP), video services, LAN/WAN service & hardware.
• Proficient in IP subnetting.
• Supports the development of Operations Service Technicians on the team.

What Makes You a Great Fit

• 1+ year Fiber or Telecom industry experience required.
• High School Diploma or equivalent required.
• Valid, fully unencumbered Driver’s License required.
• Must reside within 30 minutes’ driving distance of assigned reporting location.
• Committed to continuous learning & process optimization.

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.

• 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.
• Discounts on T-Mobile wireless service and select features for lines.

Applicant Eligibility Notice

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

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.