Network Support Specialist

Location: United States of America (USA), Remote

Department: 4370 Service Support

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 youre 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 nations fastest-growing 100% Fiber Optic networks. Through T-Fiber, our joint venture with T-Mobile, were 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, youll find more than a job, youll 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 whats next.

What Youll 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 Youll 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.