Network Technician, Commercial Accounts

Michigan Broadband Services•Escanaba, MI

5d•Hybrid

About The Position

As Network Technician, Commercial Accounts at Michigan Broadband, you will configure, manage, and support network and voice services for business customers. Work includes onsite and remote support for managed networks, Wi-Fi, hosted voice, cameras, and access control, as well as equipment staging, documentation, and asset tracking. You will coordinate physical cabling and equipment installation with the Installation and Repair group and collaborate with Network Administrators, Customer Care, and customer IT teams or managed service providers. Your scope is limited to Michigan Broadband services and equipment covered by the customer’s service agreement; you will coordinate with customer IT providers on troubleshooting and changes while maintaining clear ownership and next steps. The position combines hands-on technical work at customer premises, central offices, and equipment staging areas with remote configuration and support. It is based at the Escanaba, Michigan office and requires travel within the service area, including the Upper Peninsula and northern Lower Michigan. Installations and cutovers may require work outside normal business hours. Specific scheduling and any on-call responsibilities will be established with the hiring manager. The role offers opportunities to develop expertise in business networking, hosted voice, wireless systems, and service delivery. As skills and business needs develop, additional responsibilities may include complex deployments, mentoring other technicians, or progression into senior technical or network administration roles.

Requirements

Hands-on experience configuring, managing, and troubleshooting business networks, telecommunications equipment, or related systems.
Working knowledge of Ethernet, TCP/IP, subnetting, DHCP, DNS, VLANs, PoE, and wireless networking.
Working knowledge of structured cabling, equipment racks, patch panels, and installation testing sufficient to define requirements and work effectively with the Installation and Repair group.
Experience configuring and supporting VoIP phones or business telephone systems, with an understanding of how network conditions affect call quality.
Ability to troubleshoot methodically, read network diagrams, follow installation plans, and document work accurately.
Clear customer communication skills, including the ability to explain technical issues and teach users with varying levels of experience.
Ability to work independently onsite or remotely and coordinate effectively with the Installation and Repair group, Customer Care, Network Administrators, and customer IT providers.
Ability to travel within the service area and work safely at customer premises, equipment rooms, and central offices.

Nice To Haves

Experience in an ISP or telecommunications environment supporting commercial accounts.
Experience with hosted voice administration, SIP, call flows, number porting, and voice quality troubleshooting.
Experience deploying managed Wi-Fi and using wireless survey or diagnostic tools.
Experience configuring, managing, or supporting IP cameras and network-connected access control systems.
Experience with equipment staging, asset lifecycle tracking, ticketing systems, and configuration documentation.
Relevant networking, cabling, wireless, or voice certifications, such as CompTIA Network+, CCNA, or vendor-specific credentials.

Responsibilities

Coordinate cabling and equipment installation projects and workflows, ensuring company standards and approved installation practices are followed.
Provide technical requirements and coordinate readiness for configuration and activation.
Size AC and DC power distribution units for network equipment based on equipment loads, capacity, and redundancy; coordinate physical installation and document power connections and circuit assignments.
Conduct site surveys to confirm equipment placement, cable routes, rack space, power, and readiness; identify issues before scheduled work.
Test connectivity and document cable paths, port assignments, equipment locations, and completed work.
Configure, manage, and support managed routers, switches, Wi-Fi access points, VoIP devices, cameras, and access control equipment onsite or remotely, coordinating physical installation within the agreed service scope.
Work with Network Administrators to implement approved addressing, VLANs, routing, security settings, and quality of service for customer deployments.
Validate wired and wireless connectivity, Wi-Fi coverage, device operation, and service performance before customer handoff.
Follow approved configuration and change procedures, protect administrative credentials, and maintain configuration backups in designated systems.
Gather customer requirements and help design business network and hosted voice solutions with Network Administrators and voice specialists.
Configure hosted voice users, extensions, phones, call flows, auto attendants, ring groups, voicemail, and other subscribed features.
Coordinate installation schedules, number-porting readiness, and service activation with the relevant teams; perform onsite or remote voice configuration and management.
Test inbound and outbound calls, call routing, audio quality, and configured features; verify emergency calling settings through approved procedures.
Troubleshoot business connectivity, managed network, Wi-Fi, and voice issues onsite or remotely, keeping customers informed through resolution.
Isolate problems across Michigan Broadband services, customer equipment, and third-party systems, and coordinate with the appropriate owner.
Coordinate network handoffs, addressing, firewall requirements, and planned changes with customer IT staff or managed service providers; refer out-of-scope desktop, server, application, and other IT work to the customer’s provider.
Escalate issues to Network Administrators, voice specialists, or vendors with symptoms, test results, service impact, and actions taken.
Train customers to use hosted voice features, phones, managed service portals, and other installed systems appropriate to their access level; explain common tasks and how to request support, and confirm they can use agreed features.
Coordinate appointments, service changes, cutovers, and support handoffs with Customer Care, Network Administrators, and the Installation and Repair group; maintain accurate tickets and installation records.
Receive, inspect, stage, configure, and test equipment before deployment; confirm hardware, software, licenses, and installation materials are ready.
Track customer-assigned equipment through inventory, staging, deployment, maintenance, replacement, return, redeployment, and retirement.
Maintain asset records including model, serial number, MAC address, ownership, customer and site assignment, configuration reference, and warranty or license details.
Reconcile installed equipment with inventory, coordinate returns and replacements, and securely reset or sanitize equipment before reuse or disposal under company procedures.
Travel within the service area and work safely at customer premises, equipment rooms, and central offices.