Operations Technician

Employment Type: Full-time Location Type: Remote

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.

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Position Overview

The Operations Technician will be responsible for monitoring and maintaining the Brightspeed Transport/Ethernet Network. This role involves opening trouble tickets, managing repairs of network equipment and facilities, and collaborating with field operations, tech support, other work groups, end-user customers, and other telcos.

Responsibilities

• Monitor and maintain the Brightspeed Transport/Ethernet Network.
• Open trouble tickets and work the repair of network equipment/facilities with field operations, tech support, and other work groups, including end-user customers and other telcos.
• Assist field operations in card swaps and equipment types including: Actelis, Aktino, Ciena, Cisco, RAD, ONT, Calix.
• Lead in driving equipment and facility repair.
• Understand Optical/DWDM transport network topology and/or digital loop carrier (DLC).
• 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.
• Follow MOPs, anticipate problems, and take corrective action proactively.
• Understand and research technical issues through vendor documentation.
• Possess a thorough understanding of telecom, network topology, and Brightspeed repair procedures.
• Work with minimal supervision in a NOC environment, sometimes for extended hours, and be available to work all hours in a 24x7 environment.
• Experience with Cisco, Juniper, and Nokia platforms.
• 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 recurrence.
• 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 supported platforms.
• 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, which may include evenings, nights, weekends, and holidays.

Professional Success Competencies

• Communicating: Conveying information and ideas to others in a convincing and engaging manner through a variety of methods, both internal and external.
• Problem Solving and Decision Making: Identifying issues, problems, and opportunities; obtains and compares information from various sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems.