Commercial Support Technician

Job Title: Commercial Support Technician Department: Network Operations Center Status: Full-Time/Non-Exempt 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 Maintain surveillance of Commercial Customers at all times Correlate and troubleshoot alarms collected by monitoring tools. Identify root cause of trouble and resolve, dispatch or elevate 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 Assist 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. Assist 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 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 Additional Information 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, responsibilities, and activities may change at any time with or without notice. #J-18808-Ljbffr Summit Broadband