Operations Technician II

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!

Brightspeed is looking for an Operations Technician II to join our team who monitors, maintains, and manages the networks. Opens trouble tickets and works the repair of management network element connectivity with field operations, and other work groups. Lead in driving equipment and facility repair. Knowledge of Ethernet routers / switches. Able to follow MOPs, anticipate problems, and take corrective action proactively.

Understands and researches technical issues through vendor documentation. Understands telecom, network topology and repair procedures. Works with minimal supervision in NOC environment. Communicates effectively with peers, other NOC centers, off-net providers, and internal customer with effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite.

• Maintaining excellent acknowledgment 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 fix with other teams
• Providing direct support to technicians in restoration activities associated with alarm and/or outage conditions of elements managed
• Providing follow up and closure of assigned trouble tickets
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems is a plus
• Making port and IP assignments from connection requests
• Fulfilling connection request by configuring and testing the port
• Migration work that may start inside a maintenance window
• Troubleshooting central office connectivity (Ethernet, RS232, ISDN, X.25, Sync, and Async reverse telnet)

WHAT IT TAKES TO CATCH OUR EYE:

• Three plus years related experience
• Experience with Cisco, Juniper, and Nokia platforms
• 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

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

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.

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.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and…