Technical Support Specialist

2 weeks ago

Lima, Ohio, United States BrightSpeed Full time
Company Overview

At Brightspeed, we are transforming the way individuals connect, work, and enjoy their lives by delivering fast and dependable internet services alongside an exceptional customer experience across twenty states in the Midwest and South.

Supported by investment from Apollo Global Management, our goal is to expedite the transition from copper to fiber optic technologies, enhancing internet accessibility in rural areas that have historically been overlooked by broadband providers, while ensuring a top-tier customer experience.

Join our team in realizing this vision by contributing to the design and construction of a premier fiber network and delivering an unparalleled customer service experience.

Position Overview

Brightspeed is seeking a Technical Support Specialist to become a vital part of our team. In this role, you will be responsible for the installation, upkeep, and troubleshooting of high-speed internet, video, and voice networks, including the related wiring and equipment. Additionally, you will oversee the maintenance and repair of outside plant facilities within designated service areas.

As a Technical Support Specialist, you may be required to work various shifts, including mandatory overtime, weekends, and holidays.

Your Key Responsibilities Will Include:
  • Installing, maintaining, and troubleshooting high-speed internet, video, and voice networks along with associated wiring and equipment.
  • Conducting maintenance and repairs on outside plant facilities.
  • Climbing poles, utilizing tools to dig and bury cables, working in utility access holes or controlled environmental vaults (CEV), and locating buried telephone cables.
  • Adhering to all safety protocols and regulations.
  • Assisting fellow technical staff in their duties when requested.
  • Actively supporting sales and marketing initiatives.
  • Managing customer-facing tasks and directing sales referrals.
Qualifications

WHAT WE LOOK FOR:
  • High School diploma (or equivalent) or higher.
  • Ability to distinguish colors on facilities.
  • Capability to handle 28-foot extension ladders (up to 75 lbs. routine work) and utility access hole covers (up to 150 lbs.).
  • Successful completion of service technician training, including POTS/DSL installation/repair, cable splicing/maintenance, and basic transmissions.
  • Basic computer proficiency, including MS Office applications.
  • Ability to work in confined spaces (e.g., attics, crawl spaces, utility holes).
  • Comfortable working at heights (e.g., ladders).
  • Willingness to work outdoors in all weather conditions and at various times of the day/night.
  • A valid driver's license and a satisfactory driving record.
  • Professional appearance and demeanor when representing the company's products and services to customers.
  • Dependability and accountability (punctual and reliable when scheduled and available for on-call duties).
  • Team-oriented mindset (collaborating effectively to achieve service objectives).
  • Active listening skills (engaging with customers and colleagues to resolve issues and enhance skills).
  • Curiosity and eagerness to learn (actively seeking information to improve skills and knowledge).
ADDITIONAL PREFERENCES:
  • Previous experience in customer-facing telecom operations.
  • Basic electricity training/certification or equivalent documented experience.
  • Experience with ADSL installation/repair (self/full installs).
  • A+/Net+ certification.
This position is part of a bargaining unit and represented by a union. Depending on the applicable collective bargaining agreement, you may be required to join the union and pay dues as a condition of employment.

Why Join Us?

We embrace modern work practices.

Recognized as a Top Workplace, Brightspeed values talent and strives to create a vibrant environment for our hybrid workforce. We offer roles that may be remote, hybrid, office, or field-based, depending on the position and business needs.

We provide competitive compensation and comprehensive benefits.

Our benefits reflect our commitment to promoting overall wellness, including medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match; and various voluntary benefits.

Diversity, equity, and inclusion are fundamental to our values.

We believe that bringing our authentic selves to work enhances our ability to serve our communities effectively. Brightspeed is an Equal Opportunity Employer/Veterans/Disabled.

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