Lead Operations Technician

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!Job DescriptionBrightspeed is looking for a Lead Operations Technician to join our team! As a Lead Operations Technician in the Broadband NOC, you will be responsible for monitoring and maintaining the Broadband network. This role opens trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups. Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology. Some basic knowledge of Ethernet router / switch equipment is a plus. Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. Basic understanding of telecom, network topology and repair procedures. Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24x7 environment. Communicates effectively with peers, other Brightspeed centers, off-net providers and customers.As Lead Operations Technician your responsibilities will include: Assisting with day-to-day Broadband NOC functions, to include coordinating and scheduling daily workload for NOC Team, reviewing, and assigning work and trouble tickets, assisting in outage responseReviewing and assigning tasks and ticket management to NOC TeamOverseeing day-to-day Broadband Network Operations to ensure work is completed accurately and in a timely mannerPerforming escalation support and act as the point of contact in the Broadband NOC for technical assistance and inquiriesGathering intel to provide detail and root cause analysis on events and outagesOverseeing training of new hires and scheduling of training for the NOC techniciansMaintaining excellent acknowledgement and response time to alarms and customer callsProviding quality documentation of network failures and maintenance activityEstablishing factual data to allow management and vendors to understand the problem and prevent reoccurrenceAnalyzing, diagnosing, sectionalizing, isolating, and resolving trouble situationsManaging and correlating multiple trouble reportsCommunicating with internal customers and others in a repair situationProviding Tier I support in platforms supportedInteracting with all Tier repair teams and initiating internal/external escalations, as necessaryProviding follow up and closure of assigned trouble ticketsWorking in a 24x7 environment and may need to work evenings, nights and/or weekends and holidaysQualificationsWHAT IT TAKES TO CATCH OUR EYE: Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurationsBasic understanding of Ethernet router / switch and ATM network equipment is a plusKnowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systemsProficiency in interpersonal communications, particularly with up and downstream personnel at all company levelsEffective oral, written and presentation skills, including proficiency in the Microsoft Office program suitePrior experience leading a technical teamBONUS POINTS FOR: Industry certifications (Business Management or Technical Certification)Awards for operational or customer service excellenceExperience working as a technical support specialistExperience working in a Network Operations CenterAdditional InformationWHY 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. 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.We Offer Competitive Compensation And Comprehensive Benefits.Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.Inclusion and belonging are at the center of our grounding belief in Being Real.When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.For all applicants, please take a moment to review our Privacy Notices:Brightspeed’s Privacy Notice for California ResidentsBrightspeed’s Privacy Notice