Back Office Technician

Summit Broadband•Orlando, FL

just now•Onsite

About The Position

The Back Office Technician supports commercial customers by managing trouble tickets, responding to commercial support communications, and executing technical changes related to business services. This role serves as a primary operational resource for commercial issue resolution, project work, and service modifications within a regional ISP environment. The position requires strong technical troubleshooting skills, clear communication, and the ability to manage multiple priorities in a fast-paced commercial support setting.

Requirements

Associate degree in Information Technology, Telecommunications, or related field or equivalent experience
2 plus years of experience in ISP operations, commercial support, or network troubleshooting
Strong understanding of IP networking fundamentals including VLANs, routing, subnetting, and basic firewall concepts
Experience working with fiber and business class broadband services
Familiarity with ticketing systems and monitoring tools
Strong written and verbal communication skills
Ability to prioritize and manage multiple concurrent tasks
Must be able to pass criminal background check and drug test.

Nice To Haves

Experience with Adtran, Cisco, Juniper, or similar network platforms
Knowledge of VoIP and SIP services
Familiarity with change management processes
ITIL foundation certification (preferred)

Responsibilities

Work and resolve commercial trouble tickets in accordance with internal SLAs
Perform technical troubleshooting related to internet, transport, voice, and fiber services
Escalate issues appropriately to NOC, Engineering, or Field Operations when required
Provide detailed ticket documentation including troubleshooting steps and resolution notes
Monitor ticket queues to ensure timely response and follow through
Serve as primary responder for Commercial Support email engagements
Provide timely, professional responses to customers and internal stakeholders
Coordinate technical updates and status communications
Ensure clear and accurate written communication in all customer interactions
Execute commercial support projects including configuration changes, migrations, and service modifications
Perform network configuration updates as required for commercial customers
Support scheduled maintenance activities impacting commercial services
Coordinate communications related to project timelines and service impact
Prepare and distribute change management notifications for commercial impacting work
Ensure customers and internal teams are informed of scheduled maintenance or service affecting activities
Maintain records of customer notifications and approvals when required
Assist as inbound call taker for Commercial Support when necessary
Provide real time troubleshooting and status updates to commercial customers
Support queue management during high volume periods
Participate in after-hours support rotation if applicable