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.

Responsibilities

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

Requirements

Knowledge and experience in network architecture of Broadband / DSLAM network systems and configurations; 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

Nice to have

Basic understanding of Ethernet router / switch and ATM network equipment is a plus; Some basic knowledge of Ethernet router / switch equipment is a plus; 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

Benefits

Competitive compensation and comprehensive benefits; Medical, dental, vision, and life insurance; Employee assistance program; 401K plan with company match; Host of voluntary benefits; Paid time off programs