Technical Analyst - Brightspeed

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.

Check us out on the web!  

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 troubleshooting
• Assisting in identifying and resolving technical issues related to fiber optic cabling, telecom network equipment, and software configurations
• Offering step-by-step guidance for diagnosing issues, testing equipment, and resolving problems during field operations
• Escalating complex technical issues to senior engineers or network administrators as needed, ensuring timely resolution
• Supporting field technicians in configuring and installing telecom equipment such as routers, switches, modems, and fiber optic components
• Reviewing and interpreting technical diagrams, schematics, and manuals to ensure field technicians understand installation or repair requirements
• Providing technical advice on best practices for handling specific telecom infrastructure tasks, such as fiber splicing, OTDR testing, or cabling installations
• Recording all technical support interactions, including troubleshooting steps and resolutions, in a centralized system
• Providing feedback and documentation on recurring issues and field challenges to improve processes and prevent future issues
• Assisting in creating and updating technical guides, FAQs, and troubleshooting manuals for field technicians
• Sharing best practices and providing ongoing technical education to field teams to improve efficiency and reduce technical issues
• Providing guidance on proper installation techniques to meet local and national telecom infrastructure standards, such as BICSI or ANSI/TIA
• Providing quick, effective responses during emergencies to help field technicians restore customer services

WHAT IT TAKES TO CATCH OUR EYE: 

• Experience as a Central Office, Field or NOC technician preferred
• Associate’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 considered
• 3+ years of experience in telecom support or infrastructure roles, including remote assistance for field operations
• Experience troubleshooting fiber optics, VoIP systems, and network equipment, as well as working with telecom diagnostic tools
• Proven track record of assisting field technicians in resolving complex telecom issues remotely
• Strong knowledge of telecom systems, including fiber optic cabling, network protocols (TCP/IP, MPLS, VoIP), and telecom hardware
• Experience using telecom testing equipment such as OTDRs, cable testers, and network analyzers
• Experience in ServiceNow suite of applications, Automate, PBI applications, Excel, and PowerPoint preferred
• Communication Skills: Strong ability to explain technical concepts and solutions over the phone to field technicians with varying levels of expertise
• Problem-Solving: Excellent analytical skills to diagnose and resolve telecom infrastructure issues quickly and remotely
• Attention to Detail: Ensuring accuracy when providing technical instructions and maintaining documentation
• Multitasking: Ability to handle multiple support calls, chats, monitor systems, and resolve issues simultaneously
• Collaboration: Strong teamwork skills, working closely with field teams, network engineers, and vendors to provide effective technical support
• Root Cause Analysis: Ability to identify gaps in process, systems and/or people/compliance to drive continuous improvement

BONUS POINTS FOR:

• Cisco Certified Network Associate (CCNA) or equivalent
• Certified Fiber Optic Technician (CFOT)
• CompTIA Network+ or A+ certifications

#LI-GF1

WHY JOIN US?

We aspire to contemporary ways of working.

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits. 

Diversity, equity and inclusion are at the center of our grounding belief in Being Real. 

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer/Veterans/Disabled

For all applicants, please take a moment to review our Privacy Notices:  

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice