SOC Analyst

Job Description:

The SOC Analyst I is responsible for provisioning, de-provisioning, and troubleshooting all business and residential fiber and copper orders for voice (5E and SIP), DSL, VDSL, BXL, Video, MDUs, WIFI, and any other Lumos Features. Works closely with Business Sales Support to Provision/Activate Hosted Voice, PRIs, IADs and SIP trunking in the Lumos Markets. Works closely with Service Operations to activate all copper or fiber services. Exposure to troubleshooting MetroE. Responsible for all Network Grooming projects for enhancement, consolidations, and decommission of old equipment. This team has measurable goals for provisioning errors, call queue availability and QA monitoring and mttr resolution metrics. Acts as point of contact for Service Technicians performing advanced troubleshooting. This position is operating in a 24/7 environment. Position will require the ability to identify and troubleshoot issues in a high pressure environment. Responsibilities include working autonomously, performing repair and provisioning functions for our service technicians which include verify alarms, correlate alarms, and engaging Tier II/III SOC Analysts when needed to provision new services and repair existing ones.

Duties & Responsibilities

•  Ability to become proficient in the activation, provisioning, and repair of all Lumos services with accuracy, working closely with Technicians in the field during cutovers, including yet not limited to: Yoda Activation, Port Control, Adtran provisioning, upgrading firmware, bridging ports   on Comtrends.
• Pushes provisioning in CHR, Zhone, Ribbon, C20; activates Calix routers and switch activation. 
• Troubleshoots issues on installs and repairs be it in the field or provisioning. 
• Works with Business Sales Support and Service Operations to provision, activate, and repair Hosted Voice, PRIs, IADs, and Sip Trunking. Activates and troubleshoots features associated with Hosted Voice such as auto attendants, shared call appearance, schedules, and complex hunt groups.
• Activates Meraki routers.
• Supports Technicians with complex issues and helps them troubleshoot to resolution.  
• Provisions, activates, and troubleshoots MDUs. 
•  Makes notification updates to Network Operations leadership, troubleshooting the Broadband network equipment when needed. 
• Creates CHR, CVTicket, and Service Cloud Tickets and updates them timely.  
• Acts on card failure replacements and dispatches to local operations. 
• Adheres to KPIs established by SOC leadership and consistently meets the goals by quarter.
• Job duties will be provided throughout the year based on business needs and may change periodically. Flexibility is required to accomplish objectives as established by leadership.  

Qualifications

• Education: High School Diploma or equivalent required. College degree preferred.
• Experience: 1-3 years’ experience in a SOC/NOC Broadband environment. CLEC/ILEC experience. Must possess an understanding of the overall CLEC/ILEC provisioning and repair process for Broadband equipment. Knowledge of but not limited to the 5ESS, Broadworks, and BTS switches, ICMS, YODA, and Voicemail systems, CHR, Zhone, Ribbon, C20, RDS Farm, Ciena, Adtran, Meraki, 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 & 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.