Commercial Network Support Technician

Socket.dev; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

Summit Broadband in Orlando, FL is seeking a Commercial Support Technician to monitor commercial networks, resolve alarms, and provide first-call resolution for customer troubles. The role requires coordinating with field ops, creating tickets, and communicating outages and maintenance to customers.

The ideal candidate has 2–3 years in telecom, experience with surveillance systems, and knowledge of CPE, routers, switches, and high-speed data services.

Qualifications

• 2–3 years of telecommunications or related industry experience.
• 1-year surveillance system experience preferred.
• 1-year customer-facing experience preferred.
• Troubleshoot CPE environments (NIDs, routers, switches) and data services.
• Knowledge of high-speed data services and access technologies.

Responsibilities

• Maintain surveillance of Commercial Customers at all times.
• Correlates and troubleshoots alarms to identify root cause; dispatch or escalate as needed.
• Investigate and resolve customer issues – technical and billing related.
• Maintain integrity of monitoring systems and refer erroneous alarms.
• Assist field operations with troubleshooting and resolving customer issues.
• Answer phones promptly and create tickets for reported troubles.
• Manage open tickets daily and close the loop with customers.
• Communicate scheduled network maintenance and outages by email.
• Strive to meet daily/weekly/monthly performance goals.
• Work independently and as part of a team; maintain service levels.

Skills

Telecommunications experience

Customer-facing experience

Surveillance system experience

CPE troubleshooting

Networking (Routers/Switches)

Communication skills

Microsoft Office

Background check / drug screen

Juniper Routers/Switches

HFC/Fiber/Copper plant knowledge

Job description

Summit Broadband in Orlando, FL is seeking a Commercial Support Technician to monitor commercial networks, resolve alarms, and provide first-call resolution for customer troubles. The role requires coordinating with field ops, creating tickets, and communicating outages and maintenance to customers.

The ideal candidate has 2–3 years in telecom, experience with surveillance systems, and knowledge of CPE, routers, switches, and high-speed data services.