Commercial Support Technician

Job Title: Commercial Support Technician

Department: Network Operations Center

Status: Full-Time/Non-Exempt

Reports to: Supervisor, Commercial Support

Location: Orlando, FL

Summary:

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.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below.

• 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

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2-3 years of Telecommunications or related industry experience

-1-year previous work on a telecom surveillance system preferred

-1-year previous work in customer facing role preferred

• 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.
• Moderate proficiency with Microsoft Office products preferred
• 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

Summit Broadband is a drug and tobacco free workplace.

Summit Broadband, Inc. is an Equal Opportunity Employer. The Company participates in the E-Verify program.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.