Lead Operations Technician

Brightspeed

Lead Operations Technician responsible for monitoring and maintaining the Broadband network at Brightspeed. Overseeing day-to-day operations, trouble tickets, and network failures documentation.

Posted 4/28/2026full-timeRemote • North Carolina • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Monitor and maintain the Broadband network
Open trouble tickets and work with repair of network equipment/facilities
Assist in outage response and review/assign work and trouble tickets
Oversee day-to-day Broadband Network Operations
Provide escalation support and act as point of contact in the Broadband NOC
Gather intel for root cause analysis on events and outages
Oversee training of new hires and scheduling of training
Maintain excellent acknowledgment and response time to alarms and customer calls
Provide quality documentation of network failures and maintenance activity
Analyze, diagnose, sectionalize, isolate, and resolve trouble situations
Communicate with internal customers and others in a repair situation
Provide Tier I support in platforms supported
Work in a 24x7 environment

Requirements

What you’ll need

Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations
Basic understanding of Ethernet router / switch and ATM network equipment is a plus
Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems
Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels
Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite
Prior experience leading a technical team
Industry certifications (Business Management or Technical Certification) (Bonus)
Awards for operational or customer service excellence (Bonus)
Experience working as a technical support specialist (Bonus)
Experience working in a Network Operations Center (Bonus)

Benefits

Comp & perks

Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Comprehensive benefit program
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

network architectureBroadband network systemsDLSAM network configurationsEthernet routerswitchATM network equipmentElement Management Systems (EMS)Operational Support Systems (OSS)network inventorytrouble ticket resolution

Soft Skills

interpersonal communicationsoral communicationwritten communicationpresentation skillsteam leadershipcustomer servicetraining and mentoringproblem-solvingtime managementescalation support

Certifications

Business Management CertificationTechnical Certification