Network Technician, Commercial Accounts

Michigan Broadband Services•Escanaba, MI

About The Position

The Network Technician, Commercial Accounts configures, manages, and supports business network and voice services, including managed networks, Wi-Fi, hosted voice, cameras, and access control. The work includes onsite and remote configuration and troubleshooting, coordination with the Installation and Repair group on cabling and physical equipment installation, and equipment staging, documentation, and asset tracking. The technician works with Network Administrators, Customer Care, and customers’ IT staff or managed service providers. The role is responsible for Michigan Broadband services and equipment within each customer’s service agreement, coordinating troubleshooting and changes with external IT providers while maintaining clear ownership and follow-through. The position is based at the Escanaba, Michigan office and involves 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 are determined 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 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 cooperate 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

Manage installation projects and workflows to ensure 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, considering equipment loads, available capacity, and redundancy requirements.
Coordinate physical installation with the Installation and Repair group and document power connections and circuit assignments.
Conduct site surveys to verify equipment placement, cable routes, rack space, power, and installation readiness, and 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, 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 responsible teams, and perform onsite or remote voice configuration and management.
Test inbound and outbound calling, call routing, audio quality, and configured features, and verify emergency calling settings through approved procedures.
Troubleshoot business connectivity, managed network, Wi-Fi, and voice issues remotely and onsite, keeping customers informed through resolution.
Isolate issues across Michigan Broadband services, customer equipment, and third-party systems, and coordinate with the appropriate owner.
Coordinate with customer IT staff or MSPs on network handoffs, addressing, firewall requirements, and planned changes; refer work outside the service agreement to the customer's provider.
Escalate issues to Network Administrators, voice specialists, or vendors with symptoms, test results, service impact, and actions already taken.
Train customers to use hosted voice features, phones, managed service portals, and other installed systems appropriate to their access level.
Provide instructions for common tasks, explain how to request support, and confirm customers 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, ensuring required hardware, software, licenses, and 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 records, coordinate returns and replacements, and securely reset or sanitize equipment before reuse or disposal under company procedures.