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.
Job Description As an Operations Technician II in the Broadband NOC, you will be responsible for monitoring and maintaining the Broadband network. In this position, you will open 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. You will have knowledge of Broadband / DSLAM network topology. You will have some basic knowledge of Ethernet router / switch equipment is a plus. You will be able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. You will have a basic understanding of telecom, network topology and repair procedures. You will work with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment. You will communicate effectively with peers, other Brightspeed centers, off-net providers and customers.
As Operations Technician II, Broadband - Network Operations Center, your duties will include: 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 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 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-GF1
Additional Information All your information will be kept confidential according to EEO guidelines.
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 and we prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.
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. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.
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 as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.
Brightspeed is an Equal Opportunity Employer
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