SOC Analyst I

Lumos is looking for a full-time SOC Analyst I! The Service Operations Center Analyst I is at the heart of our fast-paced, 24/7 operations, responsible for managing and troubleshooting business and residential fiber and copper services, including voice, DSL, VDSL, WiFi, Video, and more. You'll collaborate with Business Sales Support to provision and activate key services like Hosted Voice and SIP trunking, while working with Service Operations to activate fiber and copper services seamlessly.

In this role, you'll lead Network Grooming projects to enhance, consolidate, and decommission old equipment. You'll also be accountable for hitting key performance metrics like provisioning accuracy, call queue availability, and MTTR resolution.

As a key point of contact for Service Technicians, you'll provide advanced troubleshooting support, work autonomously to resolve issues, verify alarms, and escalate to Tier II/III analysts when necessary. This dynamic position offers the chance to tackle challenges in a high-pressure environment while driving operational excellence.

***Remote Position: East Coast time zone preferred ***

Company Summary

Lumos provides 100% Fiber-Optic Internet access to more than 375,000 homes and businesses in Virginia, North Carolina, and South Carolina and has recently announced expansion into Ohio and Kentucky.

We believe that the possibilities of tomorrow cannot be built on the infrastructure of yesterday. That's why we're building a 100% Fiber Optic network from the ground up for families, businesses, and communities, backed by local, expert customer service. An Internet built for that most hopeful of all things - the future. Because whatever the future holds, Lumos makes it faster.

Our Mission and Values

At Lumos, we are driven by our commitment to a brighter tomorrow. We take pride in being the first to deliver 100% Fiber Optic Internet for families, small businesses, and communities. We know the possibilities of tomorrow can't be built on the infrastructure of yesterday. And when we deliver uninterrupted Internet and limitless capacity, we create new opportunities for everyone.

We believe that the past is over, and the future is fast. That's why we are who we are: the disruptors of the status quo. Guided by our purpose and startup mindset, we step up, move first, and adapt as we go. Here, there's no hierarchy, only hustle.

We are all servant leaders, confident in our purpose and humble enough to pay close attention to the details. We all have the power to help solve problems and find solutions for our customers and teammates - and we do - by putting people first and doing whatever it takes to build loyalty with our customers and within our team.

We're passionate about our customers' experience. Their futures don't stand still, and neither do ours. We'll never stop reinventing ourselves to meet our customers' evolving needs - because we know that our work, delivering 100% fiber optic internet, truly changes people's lives.

Essential Functions

• Become proficient in activating, provisioning, and repairing all Lumos services, working closely with field Technicians during cutovers. Key tasks include Yoda activation, port control, Adtran provisioning, firmware upgrades, and bridging ports on Comtrends.
• Manage provisioning in CHR, Zhone, Ribbon, and C20; activate Calix routers and switch systems.
• Troubleshoot installation and repair issues in both the field and provisioning systems.
• Collaborate with Business Sales Support and Service Operations to provision, activate, and repair Hosted Voice, PRIs, IADs, and SIP Trunking. Activate and troubleshoot Hosted Voice features such as auto attendants, shared call appearance, schedules, and hunt groups. Activate Meraki routers.
• Assist Technicians with complex issues, providing troubleshooting support until resolution.
• Provision, activate, and troubleshoot MDUs.
• Provide timely updates to Network Operations leadership and troubleshoot broadband network equipment as needed.
• Create and update CHR, CVTicket, and Service Cloud tickets in a timely manner.
• Handle card failure replacements and dispatch to local operations as needed.
• Meet KPIs set by SOC leadership, consistently achieving quarterly goals.
• Adapt to changing job duties based on business needs and leadership direction.

Knowledge, Skills, and Abilities Required

• High School Diploma or equivalent required. College degree preferred.

Other Experience & Requirements

• 1-3 years of experience in a SOC/NOC broadband environment, ideally in CLEC/ILEC settings.
• Familiarity with CLEC/ILEC provisioning and repair processes for broadband equipment, including systems like 5ESS, Broadworks, BTS switches, ICMS, YODA, voicemail, CHR, Zhone, Ribbon, C20, RDS Farm, Ciena, Adtran, Meraki, and Calix.

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 and 12 Paid Holidays / Personal Days.
• 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.

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.

• United States
• Virtual