Job Description

Network Support Specialist

Lumos is looking for a full-time Network Support Specialist I! Our Network Support Specialists are the first line of technical support—playing a key role in delivering fast, reliable solutions to our customers. In this role, you'll work directly with residential and small business customers to troubleshoot and resolve issues across Voice, Data, Security, and Video services.

You'll gain hands-on experience with technologies like IPTV, POTS, DSL, and fiber-to-the-premise broadband, while helping manage escalations, monitor service performance, and support internal network operations. If you're someone who enjoys solving problems, thrives in a fast-paced environment, and has a passion for helping others through technology, this is a great opportunity to grow your skills and make an impact.

This position is remote with in-person training required at our High Point, NC location.

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:

• Troubleshoot and resolve technical issues across hardware, software, video, broadband, & 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, & escalate unresolved issues as appropriate.
• Demonstrate adaptability and retention of product knowledge while effectively managing multiple priorities in a fast-paced environment.
• Represent the company professionally by practicing the Articles of Excellence & delivering quality service.
• Work scheduled shifts including nights, weekends, & holidays based on business needs.
• Perform additional tasks as assigned to meet business goals.

What You'll Bring:

• 1+ years of experience in customer support, network troubleshooting, or technical service—preferably within the telecommunications industry.
• High school diploma or equivalent required; technical certifications or relevant coursework are a plus.
• Comfortable reading and applying technical documentation, manuals, and procedures.
• Demonstrated proficiency using computer, email applications, and Microsoft Office.

What Makes You a Great Fit:

• Strong problem-solving skills with the ability to think critically and resolve technical issues efficiently.
• Ability to thrive in a fast-paced environment and stay focused when managing multiple tasks.
• Organized and dependable, with a proven ability to manage multiple support tickets while ensuring accuracy and follow-through.
• Strong communicator with the ability to explain technical information clearly and simply.

Physical Requirements:

• Frequent sedentary periods using computers, keyboard, and other peripherals.
• 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 & 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.

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.

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