Technical Analyst

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.Be a part of the team that will make this vision a reality… designing and building a world-class fiber network and creating a customer experience second to none.Brightspeed is searching for a Technical Analyst to join our team! As a Technical Analyst, you will be responsible for providing expert guidance and troubleshooting assistance to field technicians to ensure successful installation, maintenance, and repair of outside plant infrastructure. This position works closely with field teams to resolve technical issues related to fiber optic cabling, copper facilities, VoIP systems, network hardware, and telecom systems. This role requires strong communication skills, technical expertise, and the ability to resolve complex issues quickly and efficiently. This position is critical in ensuring field technicians receive prompt and accurate technical support, enabling efficient telecom infrastructure installation and repair.As Technical Analyst, your responsibilities will include:Providing real-time assistance to field technicians during installations and troubleshootingAssisting in identifying and resolving technical issues related to fiber optic cabling, telecom network equipment, and software configurationsOffering step-by-step guidance for diagnosing issues, testing equipment, and resolving problems during field operationsEscalating complex technical issues to senior engineers or network administrators as needed, ensuring timely resolutionSupporting field technicians in configuring and installing telecom equipment such as routers, switches, modems, and fiber optic componentsReviewing and interpreting technical diagrams, schematics, and manuals to ensure field technicians understand installation or repair requirementsProviding technical advice on best practices for handling specific telecom infrastructure tasks, such as fiber splicing, OTDR testing, or cabling installationsRecording all technical support interactions, including troubleshooting steps and resolutions, in a centralized systemProviding feedback and documentation on recurring issues and field challenges to improve processes and prevent future issuesAssisting in creating and updating technical guides, FAQs, and troubleshooting manuals for field techniciansSharing best practices and providing ongoing technical education to field teams to improve efficiency and reduce technical issuesProviding guidance on proper installation techniques to meet local and national telecom infrastructure standards, such as BICSI or ANSI/TIAProviding quick, effective responses during emergencies to help field technicians restore customer servicesQualifications

WHAT IT TAKES TO CATCH OUR EYE:Experience as a Central Office, Field or NOC technician preferredAssociate’s or bachelor’s degree in Telecommunications, Information Technology, Electrical Engineering, or a related field (preferred)Equivalent work experience in telecom support or network infrastructure will also be considered3+ years of experience in telecom support or infrastructure roles, including remote assistance for field operationsExperience troubleshooting fiber optics, VoIP systems, and network equipment, as well as working with telecom diagnostic toolsProven track record of assisting field technicians in resolving complex telecom issues remotelyStrong knowledge of telecom systems, including fiber optic cabling, network protocols (TCP/IP, MPLS, VoIP), and telecom hardwareExperience using telecom testing equipment such as OTDRs, cable testers, and network analyzersExperience in ServiceNow suite of applications, Automate, PBI applications, Excel, and PowerPoint preferredCommunication Skills: Strong ability to explain technical concepts and solutions over the phone to field technicians with varying levels of expertiseProblem-Solving: Excellent analytical skills to diagnose and resolve telecom infrastructure issues quickly and remotelyAttention to Detail: Ensuring accuracy when providing technical instructions and maintaining documentationMultitasking: Ability to handle multiple support calls, chats, monitor systems, and resolve issues simultaneouslyCollaboration: Strong teamwork skills, working closely with field teams, network engineers, and vendors to provide effective technical supportRoot Cause Analysis: Ability to identify gaps in process, systems and/or people/compliance to drive continuous improvementBONUS POINTS FOR:Cisco Certified Network Associate (CCNA) or equivalentCompTIA Network+ or A+ certifications

#J-18808-Ljbffr