Full-Time Lead Operations Technician

Brightspeed is seeking a Lead Operations Technician to join our team, focusing on monitoring and maintaining the Broadband network in our NOC.

Responsibilities include:

• Opening trouble tickets and assisting with network equipment/facility repairs.
• Handling equipment maintenance, card swaps, and equipment restoration.
• Understanding Broadband/DSLAM network topology and basic Ethernet router/switch equipment.
• Proactive problem anticipation and corrective action following MOPs.
• Coordinating and scheduling daily workload for the NOC Team.
• Reviewing and assigning work and trouble tickets.
• Providing escalation support and acting as the point of contact for technical assistance.
• Gathering intel for root cause analysis of events and outages.
• Training new hires and scheduling training for NOC technicians.
• Maintaining timely responses to alarms and customer calls.
• Documenting network failures and maintenance activity.
• Analyzing, diagnosing, and resolving trouble situations.
• Managing and correlating trouble reports.
• Communicating with internal and external parties regarding repairs.
• Providing Tier I support in relevant platforms.
• Interacting with Tier repair teams and initiating escalations.
• Providing follow-up and closure of assigned trouble tickets.
• Working a 24/7 environment, including evenings, nights, weekends, and holidays.

Required Skills and Experience:

• Knowledge of Broadband/DSLAM network architecture.
• Understanding of Ethernet router/switch and ATM network equipment (preferred).
• Familiarity with Element Management Systems (EMS), Operational Support Systems (OSS), and network inventory.
• Excellent communication and interpersonal skills (all levels).
• Proficiency in Microsoft Office.
• Experience leading a technical team (preferred).

Benefits:

• Competitive compensation and comprehensive benefits package.
• Hybrid work environment with remote options.
• Company-sponsored wellness initiatives.
• Opportunity for professional growth.

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