BrightRidge
Broadband Provisioning and Support Specialist
BrightRidge, Mountain Home, Tennessee, us, 37684
Broadband Provisioning And Support Specialist
This full-time role focuses on provisioning and supporting the broadband internet services delivered via our Fiber-to-the-user (FTTU) network and supporting Field Services personnel during activations and trouble on-sites. The ideal candidate will be detail-oriented to ensure efficient and accurate service setup for new and existing customers. Essential Functions: Fully comply with all BrightRidge and Network Support Center departmental procedures and guidelines. Consistently process work in a timely fashion. Follow procedures with great accuracy and consistency to yield dependable and repeatable work results. Process service orders to pre-provision/provision new and existing standard broadband services for residential and business customers via flow-through provisioning methods. Process service orders to pre-provision/provision new and existing complex broadband services for both residential and business customers using manual provisioning methods. Coordinate directly with business customers to educate when provisioning will create a service interruption and minimize customer downtime. Customer notifications for maintenance events and outage management. Customer follow-up and callouts to coordinate CPE equipment maintenance and/or upgrades. Troubleshoot and resolve provisioning issues to ensure customer satisfaction. Open cases with OSS/BSS vendor to report system-based issues with flow-through provisioning services to improve provisioning efficiency. Coordinate with other teams (i.e. Field Service, Network Engineering, Customer Service, Sales, Outside Plant, and management) to ensure seamless integration and operation of network services. Audit and maintain accurate records of equipment inventory, network facilities, and configurations. Perform customer and service audits from the OSS/BSS to address audit failures and ensure consistency between billing and production systems. Process inbound requests from Field Services personnel to assist with activations and trouble on-site work. Provide trouble support for escalations from our "customer technical support group" and maintain appropriate ticket notes. Perform advanced troubleshooting and investigation as needed. Submit CPE failed equipment lists to vendor(s) to obtain warranty status and generate RMA requests. A contractor or on-staff warehouse personnel will handle the equipment returns for repair. Ability to maintain reliable, predictable and reasonable attendance. Additional Responsibilities: Work assigned on-call duty (bi-weekly). Must be available for after-hours work, including working a fair share of all necessary overtime. Perform other duties as requested or assigned. Knowledge, Skills, and Abilities: Knowledge of fiber-optic broadband networks, specifically FTTU technology. Proven experience in network provisioning, troubleshooting, and service management. Strong technical and problem-solving skills. Excellent communication and coordination abilities. Ability to work both independently and within a team environment. Excellent PC skills, including familiarity with Microsoft Office (Word, Excel, etc.) Physical Requirements: All work requires constant telephone and computer use, which entails sitting, reaching, handling, fingering, feeling, fine manipulation, vision, talking, hearing, and arm/hand use for machine control operation. Working Conditions: Most work is performed in an indoor climate-controlled office environment with appropriate lighting. Qualifications: Associate's degree in Computer Science, Information Technology, or a related field. Prefer a Bachelor's degree in Computer Science, Information Technology, or a related field. Four years of telecommunication or advanced IT experience. Relevant certifications in networking or telecommunications are advantageous. Candidates should apply via
WWW.BRIGHTRIDGE.COM/CAREERS
by July 11, 2025. BrightRidge wishes to be in full compliance with the Americans with Disabilities Act. In accordance with the Act, we will make reasonable accommodation to any person who needs such accommodation, whether a new hire or a current employee, assuming that the person is fully qualified for the position.
This full-time role focuses on provisioning and supporting the broadband internet services delivered via our Fiber-to-the-user (FTTU) network and supporting Field Services personnel during activations and trouble on-sites. The ideal candidate will be detail-oriented to ensure efficient and accurate service setup for new and existing customers. Essential Functions: Fully comply with all BrightRidge and Network Support Center departmental procedures and guidelines. Consistently process work in a timely fashion. Follow procedures with great accuracy and consistency to yield dependable and repeatable work results. Process service orders to pre-provision/provision new and existing standard broadband services for residential and business customers via flow-through provisioning methods. Process service orders to pre-provision/provision new and existing complex broadband services for both residential and business customers using manual provisioning methods. Coordinate directly with business customers to educate when provisioning will create a service interruption and minimize customer downtime. Customer notifications for maintenance events and outage management. Customer follow-up and callouts to coordinate CPE equipment maintenance and/or upgrades. Troubleshoot and resolve provisioning issues to ensure customer satisfaction. Open cases with OSS/BSS vendor to report system-based issues with flow-through provisioning services to improve provisioning efficiency. Coordinate with other teams (i.e. Field Service, Network Engineering, Customer Service, Sales, Outside Plant, and management) to ensure seamless integration and operation of network services. Audit and maintain accurate records of equipment inventory, network facilities, and configurations. Perform customer and service audits from the OSS/BSS to address audit failures and ensure consistency between billing and production systems. Process inbound requests from Field Services personnel to assist with activations and trouble on-site work. Provide trouble support for escalations from our "customer technical support group" and maintain appropriate ticket notes. Perform advanced troubleshooting and investigation as needed. Submit CPE failed equipment lists to vendor(s) to obtain warranty status and generate RMA requests. A contractor or on-staff warehouse personnel will handle the equipment returns for repair. Ability to maintain reliable, predictable and reasonable attendance. Additional Responsibilities: Work assigned on-call duty (bi-weekly). Must be available for after-hours work, including working a fair share of all necessary overtime. Perform other duties as requested or assigned. Knowledge, Skills, and Abilities: Knowledge of fiber-optic broadband networks, specifically FTTU technology. Proven experience in network provisioning, troubleshooting, and service management. Strong technical and problem-solving skills. Excellent communication and coordination abilities. Ability to work both independently and within a team environment. Excellent PC skills, including familiarity with Microsoft Office (Word, Excel, etc.) Physical Requirements: All work requires constant telephone and computer use, which entails sitting, reaching, handling, fingering, feeling, fine manipulation, vision, talking, hearing, and arm/hand use for machine control operation. Working Conditions: Most work is performed in an indoor climate-controlled office environment with appropriate lighting. Qualifications: Associate's degree in Computer Science, Information Technology, or a related field. Prefer a Bachelor's degree in Computer Science, Information Technology, or a related field. Four years of telecommunication or advanced IT experience. Relevant certifications in networking or telecommunications are advantageous. Candidates should apply via
WWW.BRIGHTRIDGE.COM/CAREERS
by July 11, 2025. BrightRidge wishes to be in full compliance with the Americans with Disabilities Act. In accordance with the Act, we will make reasonable accommodation to any person who needs such accommodation, whether a new hire or a current employee, assuming that the person is fully qualified for the position.