Lead Operations Technician

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 a Lead Operations Technician to join our team! As a Lead Operations Technician in the Broadband NOC, you will be responsible for monitoring and maintaining the Broadband network. This role opens 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 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. Basic 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 Lead Operations Technician your responsibilities will include:  

• Assisting with day-to-day Broadband NOC functions, to include coordinating and scheduling daily workload for NOC Team, reviewing, and assigning work and trouble tickets, assisting in outage response
• Reviewing and assigning tasks and ticket management to NOC Team
• Overseeing day-to-day Broadband Network Operations to ensure work is completed accurately and in a timely manner
• Performing escalation support and act as the point of contact in the Broadband NOC for technical assistance and inquiries
• Gathering intel to provide detail and root cause analysis on events and outages
• Overseeing training of new hires and scheduling of training for the NOC technicians
• Maintaining excellent acknowledgement and response time to alarms and customer calls
• Providing 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 support in platforms supported
• 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 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 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
• Prior experience leading a technical team

BONUS POINTS FOR: 

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

#LI-RM1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybri