Reports to: Broadband Services Supervisor
Job Summary: This position is responsible for troubleshooting complex customer connectivity issues, supporting Broadband Field Technicians, monitoring the health of the Fiber Optic network, and ensuring the timely resolution of escalated trouble tickets.
Essential Duties
• Troubleshoot and resolve escalated customer and network issues.
• Document technical procedures and resolution steps for troubleshooting and knowledge base improvements.
• Provision and installation of network hardware and software.
• Provide training and guidance to staff to improve troubleshooting activities.
• Maintain network material and equipment inventory.
• Participate in on-call rotation for after-hours network incidents.
• Perform all other tasks assigned
• Escalate critical support to Tier 3/Network Engineering
Essential Qualifications
• Associate or bachelor's degree in network management, Network Engineering, Information Technology, or equivalent education and experience.
• At least two years’ experience in computer network support
Strong Knowledge of computer network routing and switching protocols.
• Hands-on experience with fiber optics, Ethernet, and wireless troubleshooting.
• Strong problem-solving and documentation skills
• Excellent communication skills, both written and oral.
• Excellent computer skills, including office suite applications, server operating systems, and network security.
• Interpersonal skills necessary to provide courteous and accurate information and responses to contractors, vendors, customers, and various levels of organizational personnel.
• Working knowledge of the hazards and safety precautions of the telecommunications trade.
Preferred Qualifications
• Working knowledge of GPON Network, network configuration, and installation.
• Experience in Internet Service Provider (ISP) support
• Familiarity with network monitoring and ticketing systems (e.g., PRTG, ConnectWise, SolarWinds)
• Valid Michigan driver’s license.
• Effective workplace skills as demonstrated through WorkKeys assessments (Workplace Documents – 5, Applied Math – 5, Graphic Literacy – 5).
Physical Requirements & Working Conditions
• Physical ability to travel to various work locations and to perform the duties listed above.
• Normal office environment with minimum discomfort due to noise, dirt, and dust.
• Work includes occasional exposure to adverse weather conditions, fumes, odors, noise, dust, dirt, etc.
• Mental ability to frequently handle pressures related to working on multiple projects requiring attention to detail.
Employment will be contingent upon favorable results of a background check, pre-employment physical and drug screening. Given our safety-sensitive industry, our workplace is alcohol and drug free (including marijuana and THC items).
This job description is intended to describe the general nature and level of work being performed by a person assigned to this position. It is not to be construed as an exhaustive list of all job duties assigned to or required of this position.
