Operations Technician II

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.

Check us out on the web!

Position Overview

Brightspeed is looking for an Operations Technician II to join our team who monitors, maintains, and manages networks. This role involves opening trouble tickets and working on the repair of management network element connectivity with field operations and other work groups. The ideal candidate will lead in driving equipment and facility repair, possess knowledge of Ethernet routers/switches, and be able to follow MOPs, anticipate problems, and take corrective action proactively. Understanding and researching technical issues through vendor documentation, telecom, network topology, and repair procedures is crucial. This position requires working with minimal supervision in a NOC environment and communicating effectively with peers, other NOC centers, off-net providers, and internal customers with effective oral, written, and presentation skills, including proficiency in the Microsoft Office program suite.

Responsibilities

• Maintaining excellent acknowledgement and response time to alarms and customer calls.
• Providing high-quality documentation of network failures and maintenance activity.
• Analyzing, diagnosing, sectionalizing, isolating, and resolving trouble situations.
• Managing and correlating multiple trouble reports.
• Managing and guiding restoration bridges or calls to facilitate fixes with other teams.
• Providing direct support to technicians in restoration activities associated with alarm and/or outage conditions of managed elements.
• Providing follow-up and closure of assigned trouble tickets.
• Making port and IP assignments from connection requests.
• Fulfilling connection requests by configuring and testing the port.
• Performing migration work that may start inside a maintenance window.
• Troubleshooting central office connectivity (Ethernet, RS232, ISDN, X.25, Sync, and Async reverse telnet).

Requirements

• Three plus years of related experience.
• Experience with Cisco, Juniper, and Nokia platforms.
• Experience with Layers 2 & 3 switch and router configuration and troubleshooting.
• Experience with isolation of telecom equipment trouble.
• Advanced customer service, organizational interaction, and teamwork skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong communication (oral and written), customer service, organizational, and multi-tasking skills.

Bonus Points For:

• Telecom/Cable/Internet Service Provider industry IP NOC experience.
• Cisco or Junos Certification.
• RS232 and X.25 experience.
• VRF, OSPF, BGP experience.

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 hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances.

#LI-RM1