Network Support Specialist Remote

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

Lumos is on a mission to deliver lightning‑fast, 100% Fiber Optic internet to the communities that need it most. After the merger of Lumos Networks and North State in 2022, we quickly rose to become a leading fiber internet provider. And as of April 1, 2025, we’ve joined forces with T‑Mobile to launch T‑Fiber—a joint venture that blends Lumos’ infrastructure expertise with T‑Mobile’s national reach to bring fiber to more homes than ever before.

We currently connect over 475,000 homes, businesses, and multi‑family buildings across nine states in the East and Midwest. With major growth in markets like Ohio, Alabama, Florida, and Georgia—and a shared goal of reaching 12 to 15 million homes by 2030—Lumos is playing a vital role in closing the digital divide.

• 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 elevate 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 and delivering quality service.
• Work scheduled shifts including nights, weekends, and holidays based on business needs.
• Perform additional tasks as assigned to meet business goals.

• 1–3 years of experience in customer support, network troubleshooting, or technical service—preferably within the telecommunications industry.
• High school diploma or equivalent required; technical certificates or relevant coursework are a plus.
• Comfortable reading and applying technical documentation, manuals, and procedures.
• Demonstrated proficiency using computer, email applications, and Microsoft Office.

• 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.

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

• 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.
• 401(k) plan with up to 5% employer contribution and a self‑directed brokerage option.
• Wellness program offering…