Operations Technician, Enterprise & Wholesale

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for an Operations Technician, Enterprise & Wholesale to join our growing team!

As an Operations Technician, you will have the following responsibilities:

• Monitor and maintain the Brightspeed transport network
• Open trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups
• Skilled in equipment-specific maintenance procedures and can assist field ops in card swaps and equipment restoration.
• Lead in driving equipment and facility repair
• Understand Optical/DWDM transport network topology and/or digital loop carrier (DLC)  Can make final go/no-go decisions on maintenance based on current network status  Analyze network events and identifies critical issues, setting appropriate priorities to maintain 99.9999% network reliability
• Able to follow MOPs, anticipate problems, and take corrective action proactively  Understand and research technical issues through vendor documentation
• Thorough understanding of telecom, network topology and Brightspeed repair procedures  Work with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment
• Communicate effectively with peers, other Brightspeed centers, off-net providers and customers
• Maintain excellent acknowledgement and response time to alarms and customer calls
• Provide high quality documentation of network failures and maintenance activity
• Establish factual data to allow management and vendors to understand the problem and prevent reoccurrence
• Verify that network subsystems are operating within standards by gathering and analyzing system performance data
• Propose and implement solutions to identified problems
• Work with vendors to resolve problems and hold them to a high standard of performance
• Analyze, diagnose, sectionalize, isolate, and resolve trouble situations
• Manage and correlate multiple trouble reports
• Communicate with internal customers and others in a repair situation
• Provide Tier I/II support in platforms supported
• Manage and guide restoration bridges during outage conditions
• Provide direct support to technicians in restoration activities associated with alarm and/or outage conditions of transport elements
• Interact with all Tier repair teams
• Initiate internal/external escalations, as necessary
• Provide assistance to peers and participate in ongoing repair process improvement activities
• Provide follow-up and closure of assigned trouble tickets
• Provide direct training to technicians and participate in ongoing repair process improvement activities.
• Work in 24x7 environment and may need to work evenings, nights and/or weekends and holidays

Professional Success Competencies:

• Communicating - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.
• Problem Solving and Decision Making – Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, & chooses a course of action.
• Driving for Results - Setting ambitious standards of performance for self and the overall team; responsibility for work goals; initiates, focuses, and monitoring the efforts; proactively acting, and going beyond what is needed.
• Client & Partner Relationships - Developing and sustaining relationships based on an understanding of client, partner and stakeholder needs 

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Associate's degree or equivalent education and relevant experience
• 3+ years of related experience in specific area or equivalent
• Must have customer facing experience in a similar role at a prior telecommu