Operations Technician III, Ethernet - Network Operations Center

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 III for our Ethernet NOC to join our team!  As an Operations Technician III you will monitor and maintain the ethernet network, open trouble tickets, and work the repair of network equipment/facilities with field operations, tech support, and other work groups. Knowledge of equipment specific maintenance procedures and assisting field ops in card swaps and equipment restoration. In this key role you will take the lead in driving equipment and facility repair involving ethernet routers and switches, following MOPs, anticipating problems, and taking corrective action proactively, also understanding and researching technical issues through vendor documentation.  The ideal candidate will have a thorough understanding of telecom, network topology and repair procedures. In this role you will work with minimal supervision in NOC environment, sometimes for extended hours and required to work all hours in a 24x7 environment. Communicates effectively with peers, other NOC centers, off-net providers, and customers.

As An Operations Technician III- Ethernet Your Responsibilities Will Include: 

• Maintaining excellent acknowledgement and response time to alarms and customer calls
• Providing high quality documentation of network failures and maintenance activity
• Establishing factual data to allow management and vendors to understand the problem and prevent reoccurrence
• Analyzing, diagnosing, sectionalizing, isolating, and resolving trouble situations
• Managing and correlating multiple trouble reports
• Communicating with internal customers and others in a repair situation
• Providing Tier I/II support in platforms supported
• Managing and guiding restoration bridges during outage conditions
• Providing direct support to technicians in restoration activities associated with alarm and/or outage conditions of ethernet elements
• Interacting with all Tier repair teams and initiating internal/external escalations, as necessary
• Providing follow up and closure of assigned trouble tickets
• Working in a 24x7 environment including evenings, nights and/or weekends and holidays

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree plus 3+ years related experience or equivalent combination of education and experience
• Experience with Cisco, Juniper, and Nokia platforms
• Layers 2 & 3 switch and router configuration and management
• Experience with isolation of telecom and/or network outage causes and service restorations
• Advanced customer service, organizational interaction, and teamwork skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Effective communication (oral and written), customer service, organizational and multi-tasking skills 
• Knowledge and experience in network architecture of ethernet network services and systems
• Basic knowledge of ethernet technology platforms, including lower-level applications and associated technologies and configurations
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems is a plus
• 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:

• Telecom/Cable/Internet Service Provider industry experience
• IP Certification

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Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC a