Operations Technician III

As an Operations Technician III in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network.  This role evaluates, opens/closes 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 Fiber / 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.  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 an Operations Technician III, your duties and responsibilities will include:Maintain excellent acknowledgement and response time to alarms and customer calls.Provide quality documentation of network failures and maintenance activity.Establish factual data to allow management and vendors to understand the problem and prevent recurrence.Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.Manage and correlate multiple trouble reports.Communicate with internal customers and others in a repair situation.Provide Tier I support in platforms supportedInteract with all Tier repair teams.  Initiate internal/external escalations, as necessary.Provide follow up and closure of assigned trouble ticketsWorks in 24x7 environment and may need to work evenings, nights and/or weekends and holidays