Operations Technician III

Summary

Join Brightspeed as an Operations Technician III and contribute to our mission of providing fast, reliable internet. You will monitor and maintain our broadband network, troubleshoot issues, and collaborate with field operations and other teams. This role requires expertise in network architecture, troubleshooting, and communication. The position offers a 24/7 environment with potential for evening, night, weekend, and holiday work. Brightspeed provides competitive compensation, comprehensive benefits, and opportunities for professional growth in a dynamic and inclusive workplace.

Requirements

• Knowledge and experience in network architecture of Broadband / DLSAM / Fiber network systems and configurations
• 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

Responsibilities

• Maintain excellent acknowledgement and response time to alarms and customer calls
• Provide quality documentation of network failures and maintenance activity
• Establish factual data to allow management and vendors to understand the problem and prevent recurrence
• 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 support in platforms supported
• Interact with all Tier repair teams. Initiate internal/external escalations, as necessary
• Provide follow up and closure of assigned trouble tickets
• Works in 24x7 environment and may need to work evenings, nights and/or weekends and holidays

Preferred Qualifications

• Basic understanding of Ethernet router / switch and ATM network equipment
• Industry certifications (Business or Technical Certification)
• Awards for operational or customer service excellence
• Experience working as a technical support analyst/specialist
• Experience working in a Network Operations Center

Benefits

• Competitive compensation
• Comprehensive benefits
• Paid time off programs
• Competitive medical, dental, vision, and life insurance
• Employee assistance program
• 401K plan with company match
• Host of voluntary benefits
• Hybrid remote/office work arrangement
• Sensible remote options