NOC Engineer I - Outage Management

Lumos is looking for full-time NOC Engineers – NOC Engineer I – Outage Management. Availability is across multiple shifts (1^st, 2^nd, and 3^rd) and fully remote within Lumos’s Markets. If you have 2-5 years’ experience in a NOC at a telecommunications service provider who’s excited for a fast-paced experience, ready to help us grow, and ready to recommend process changes that ensure we’re harnessing our technology to the best of our ability while broadening our ability to set up and maintain our service, we want to hear from you!

Our NOC makes sure that Lumos’s technologies are optimized and performing 99.99% of the time. The NOC Engineer I – Outage Management plays a critical role making sure we meet that commitment across our Core and Access Broadband Networks to include Transport, IP, Voice, and Ethernet.

Employs deep telecommunications network experience and working knowledge of commonly used concepts, practices, and procedures to work as outlined in the Technology Skills Matrix (*important* - see requirements below) – ensuring the team is prepared to respond to outages, and works quickly to resolve them.

*** 1^st, 2^nd, and 3^rd Shift Opportunities Available***

1^st Shift: 7am-4pm with one hour lunch.

2^nd Shift: 3pm-12am with one hour lunch.

3^rd Shift: 11pm-8am with one our lunch.

***Fully remote opportunity within Lumos’s current markets: Virginia, North Carolina, South Carolina, Georgia, Florida, Alabama, Kentucky, Ohio, or Illinois.***

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 can’t 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

• Coordinates response on network outages with Voice, Video, IP, Transport, OSP Construction, and local Operations Engineers to ensure quick and thorough resolution.


• Performs event notifications to internal and external customers and Lumos leadership.


• Assists with third party ticket creation for off-net outages and escalations.


• Assists with network outage isolation and troubleshooting.


• Identifies chronic network issues and supports the team effort to resolve them.


• Identifies, diagnoses, and resoles problems affecting network performance escalations.


• Provides technical and analytical support to determine the root cause of network problems and implement action plans to resolve potential or active issues that affect the network.


• Triages and works tickets to find solutions that correct customer network issues and faults.


• Supports NOC colleagues during critical outages.


• Assists to Voice, Transport, IP, Broadband engineers Change Management teams.


• Performs other duties as assigned, including departmental and cross-functional projects.

 Knowledge, Skills, and Abilities Required

• Excellent interpersonal skills, as well as written and verbal communication skills.


• Exceptional customer service skills – demonstrated ability to work with an incredibly wide variety of teams, internal and external customers, internal and external service providers.


• Able to multi-task effectively and keep production on-track after outages are resolved.


• Demonstrated experience across the Technology Skill Matrix (see below).


• Strong Analytical Skills: the ability to gather and record data from a variety of sources and report on it. 

Other Experience & Requirements

• 2-5 years’ professional experience in a NOC environment at a telecommunications provider required.  


• High school diploma or equivalent required; Bachelor’s degree preferred.


• Vendor Certifications preferred:
  
  
  
  • Salesforce.
  
  
  • VC4.
  
  
  • Power BI.
  
  
  • Cisco: CCNA, 5501/9903/55A2/NX9K/NX5K
  
  
  • Ciena 5142/5160
  
  
  • Calix E7
  
  
  • Zhone/MXK/MALC, ASR-1006/9001/9006/9010/9903
  
  
  • Adtran TA5k. 
  
  
  
  


• Proactive, independent, and ability to take initiative to keep on-task and on-target.


• Proficiency with Fiber Broadband and IP Network Technologies.

Technology Skill Matrix

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.

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.