Commercial Support Technician

Summit Broadband; Orlando, Northern (FL, KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Summit Broadband in Orlando, FL is seeking a Commercial Support Technician to monitor the Commercial Customer Network and services and resolve issues on first contact.

You will create and track trouble tickets, coordinate with field operations, communicate outages, and support in scheduled maintenance. The role requires telecom experience and strong communication; the team values reliability and customer focus.

Qualifications

• 2-3 years of Telecommunications or related industry experience.
• Experience with telecom surveillance systems preferred.
• Experience in customer-facing roles preferred.
• Knowledge of network devices and troubleshooting techniques.
• Familiarity with CPE environments and data services.

Responsibilities

• Monitor Commercial Customers and services continuously.
• Identify root cause of alarms and coordinate resolution.
• Create and manage trouble tickets for tracking.
• Handle escalations and assist in outages restoration.
• Communicate maintenance activities before and after events.
• Close the loop with customers on every issue.
• Maintain service levels for calls and tickets.

Skills

Communication skills

Multitasking

Customer-facing experience

Troubleshooting networking

Network monitoring & diagnostics

Tools

Juniper Routers & Switches

HFC, Fiber & Copper plant knowledge

Job description

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:

• 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 escalation 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.