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 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 holidays