Trouble ticket management (create, resolve, escalate and manage through to resolution)
Develop extensive knowledge of the Company’s products and services to better assist customers
Oversee and participate in network maintenance with support teams, ensure customers are informed of maintenance activities and confirm service restoration after completion
Troubleshoot network events and outages on equipment including IP routers, ethernet switches, Optical Network Terminals (ONT) M12/SONET multiplexors, DSL and T1 aggregators, etc.
Operate in a 24X7 Network Operations Center, this includes shift work and off-peak coverage
Updates job knowledge by participating in educational opportunities, reading technical publications, participating in online self-paced training and FirstLight University.
Qualifications ,Knowledge and Skills
Excellent written and verbal communication skills are required. Detail-oriented, highly organized.
Strong problem-solving skills
Regular, consistent and punctual attendance.
Ability to follow instructions, take notes and perform tasks consistently.
Basic knowledge of Ethernet and IP is required. A successful candidate will have a fundamental understanding of layers 1-4 of the OSI model.
Education and/or Experience
Working towards an associate or bachelor’s degree in a technical field with network-related coursework.
FirstLight provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.
FirstLight is committed to cultivating and preserving a culture of diversity, and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.
