Full-Time Lead Operations Technician

Brightspeed is seeking a Lead Operations Technician to join our team in the Broadband NOC!

As a Lead Operations Technician, you'll be responsible for monitoring and maintaining the Broadband network.

• Open trouble tickets and work with field operations, tech support, and other groups to repair network equipment/facilities.
• Know equipment maintenance procedures and assist in card swaps/equipment restoration.
• Understand Broadband/DSLAM network topology and have basic knowledge of Ethernet router/switch equipment (preferred).
• Follow MOPs, anticipate problems, and take proactive corrective action.
• Have basic understanding of telecom, network topology, and repair procedures.
• Work with minimal supervision in a 24x7 NOC environment, including extended hours.
• Communicate effectively with peers, other Brightspeed centers, off-net providers, and customers.

• Assist with daily Broadband NOC functions, including workload coordination and scheduling.
• Review and assign work and trouble tickets.
• Assist in outage response.
• Review and assign tasks, manage tickets, and oversee day-to-day Broadband network operations to ensure accuracy and timeliness.
• Provide escalation support, be the point of contact for technical assistance/inquiries, and gather intel for root cause analysis.
• Oversee training of new hires and schedule training for NOC technicians.
• Maintain excellent acknowledgment and response time to alarms and customer calls.
• Provide quality documentation of network failures and maintenance activity.
• Establish factual data to allow management/vendors to understand/prevent problems.
• Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.
• Manage and correlate multiple trouble reports.
• Communicate with internal customers and others during repair situations.
• Provide Tier I support.
• Interact with all Tier repair teams, initiate internal/external escalations as needed.
• Provide follow-up and closure of assigned trouble tickets.
• Work in a 24/7 environment, potentially involving evenings, nights, weekends, and holidays.

Requirements:

• Knowledge/experience in network architecture of Broadband/DSLAM network systems and configurations.
• Basic understanding of Ethernet router/switch and ATM network equipment (preferred).
• Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning, and other support systems (preferred).
• Strong interpersonal communication skills, particularly with personnel at all levels.
• Strong oral, written, and presentation skills, including proficiency in Microsoft Office.
• Prior experience leading a technical team (preferred).

Bonus Points: Industry certifications, operational/customer service awards, technical support experience, NOC experience.

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