Operations Technician

Job Description

Employment Type: Full-time Location Type: Remote Salary: [Salary information not provided]

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!

Position Overview

Brightspeed is looking for a driven, creative, experienced, and energetic leader to join our team and help support our life and safety customers. Operating in a highly cross-functional environment, this role is influential and has an ability to make an immediate and significant impact on the business. This role focuses on supporting a team caring for enterprise revenue customer accounts. The Manager of Business Care will lead and motivate the customer services team in providing an exceptional experience.

Responsibilities

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

• Monitor and maintain the Brightspeed transport network.
• Open trouble tickets and work 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 identify 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 a 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 a 24x7 environment and may need to work evenings, nights, and/or weekends and holidays.

Professional Success Competencies

• Communicating

Application Instructions

[Application instructions not provided]