Lead Operations Technician

Brightspeed 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 response
• Reviewing and assigning tasks and ticket management to NOC Team
• Overseeing day-to-day Broadband Network Operations to ensure work is completed accurately and in a timely manner
• Performing escalation support and act as the point of contact in the Broadband NOC for technical assistance and inquiries
• Gathering intel to provide detail and root cause analysis on events and outages
• Overseeing training of new hires and scheduling of training for the NOC technicians
• Maintaining excellent acknowledgement and response time to alarms and customer calls
• Providing quality documentation of network failures and maintenance activity
• Establishing factual data to allow management and vendors to understand the problem and prevent reoccurrence
• Analyzing diagnosing sectionalizing isolating and resolving trouble situations
• Managing and correlating multiple trouble reports
• Communicating with internal customers and others in a repair situation
• Providing Tier I support in platforms supported
• Interacting with all Tier repair teams and initiating internal/external escalations as necessary
• Providing follow up and closure of assigned trouble tickets
• Working in a 24x7 environment and may need to work evenings nights and/or weekends and holidays

Qualifications :

WHAT IT TAKES TO CATCH OUR EYE:  

• Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations
• Basic understanding of Ethernet router / switch and ATM network equipment is a plus
• 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
• Prior experience leading a technical team

BONUS POINTS FOR: 

• Industry certifications (Business Management or Technical Certification)
• Awards for operational or customer service excellence
• Experience working as a technical support specialist
• Experience working in a Network Operations Center

#LI-GF1

Additional Information :

WHY 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 to initiate the accommodations process. 

For all applicants please take a moment to review our Privacy Notices:  

• Brightspeeds Privacy Notice for California Residents
• Brightspeeds Privacy Notice

Remote Work :

Yes

Employment Type :

Full-time