Operations Technician III

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

As an Operations Technician III in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network.  This role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups.  Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Fiber / Broadband / DSLAM network topology.  Some basic knowledge of Ethernet router / switch equipment is a plus.  Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively.  Understanding of telecom, network topology and repair procedures.  Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment.   Communicates effectively with peers, other Brightspeed centers, off-net providers and customers.

As an Operations Technician III, your duties and responsibilities will include:

• Maintain excellent acknowledgement and response time to alarms and customer calls.
• Provide quality documentation of network failures and maintenance activity.
• Establish factual data to allow management and vendors to understand the problem and prevent recurrence.
• 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 support in platforms supported
• Interact with all Tier repair teams.  Initiate internal/external escalations, as necessary.
• Provide follow up and closure of assigned trouble tickets
• Works in 24x7 environment and may need to work evenings, nights and/or weekends and holidays

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

• Knowledge and experience in network architecture of Broadband / DLSAM / Fiber network systems and configurations
• Basic understanding of Ethernet router / switch and ATM network equipment is a plus
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
• Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
• Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite

BONUS POINTS FOR:

• Industry certifications (Business or Technical Certification) 
• Awards for operational or customer service excellence
• Experience working as a technical support analyst/specialist
• Experience working in a Network Operations Center

#LI-RM1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better