Commercial Support Technician

Summit Broadband•Orlando, FL

11d•Onsite

About The Position

The Commercial Support Technician primary functions include monitoring Commercial Customer Network and Services. First call resolution for Commercial Customer reported troubles. Summit Broadband CPE environment and investigating alarms down to root cause for repair or dispatch. Receiving incoming calls from and providing support to all Commercial customers. Creating trouble tickets for tracking purposes, handling escalations, implementing outage restoration procedures and assisting in tracking of scheduled network maintenance by communicating before and after an event, that will impact a given Commercial Customer services.

Requirements

2-3 years of Telecommunications or related industry experience
Knowledge and experience in troubleshooting CPE environments- NIDs, Routers, Switches
Knowledge and experience in troubleshooting high speed data services
Knowledge and experience in troubleshooting 3 or more of the following: Metro-Ethernet devices and circuitry, VLAN operations, TCP/IP, PPPoE and cable modems, Small office & home networking, PC network configurations, Routing and sub-netting, Email delivery, VoIP/Hosted Voice, Video Delivery, Access technologies – DOCSIS, PON, XGS-PON
Proven ability to manage multiple tasks/projects as well as lead small, directed projects
Strong oral and written communication skills are essential.
Must be able to pass background check and drug screening
Working knowledge of Juniper Routers and Switches
Working knowledge of HFC, Fiber and Copper plant

Nice To Haves

1-year previous work on a telecom surveillance system preferred
1-year previous work in customer facing role preferred
Moderate proficiency with Microsoft Office products preferred

Responsibilities

Maintain surveillance of Commercial Customers at all times
Correlates and troubleshoots alarms collected by monitoring tools. Identify root cause of trouble and resolve, dispatch or escalate as required
Investigate and attempt to resolve all customer issues – technical and billing related issues.
Maintain integrity of Monitoring Systems by referring erroneous alarms to responsible parties
Assists field operations with troubleshooting and resolving customer related issues.
Answer phones promptly
Create tickets for all customer reported troubles
Work open tickets assigned to the department daily
Close the loop with all customers on every issue.
Assists in communication of scheduled network maintenance
Track and communicate outages via email in a timely and effective manner
Achieve published goals daily, weekly, monthly.
Ability to work independently and as a team member
Maintain service levels for calls and tickets