Back Office Technician

Key Responsibilities

• Work and resolve commercial trouble tickets in accordance with internal SLAs
• Perform technical troubleshooting related to internet, transport, voice, and fiber services
• Escalate issues appropriately to NOC, Engineering, or Field Operations when required
• Maintain ticket documentation including troubleshooting steps and resolution notes
• Monitor ticket queues to ensure timely response and follow through
• Serve as primary responder for Commercial Support email engagements
• Coordinate technical updates and status communications
• Execute commercial support projects including configuration changes, migrations, and service modifications
• Support scheduled maintenance activities impacting commercial services
• Cover communications related to project timelines and service impact
• Prepare and distribute change management notifications for commercial impacting work
• Ensure customers and internal teams are informed of scheduled maintenance or service affecting activities
• Maintain records of customer notifications and approvals when required
• Aid as inbound call taker for Commercial Support when necessary
• Provide real-time troubleshooting and status updates to commercial customers
• Support queue management during high volume periods
• Participate in after-hours support rotation if applicable

Required Qualifications

• Associate degree in Information Technology, Telecommunications, or related field or equivalent experience
• 2+ years of experience in ISP operations, commercial support, or network troubleshooting
• Strong understanding of IP networking fundamentals including VLANs, routing, subnetting, and basic firewall concepts
• Experience working with fiber and business class broadband services
• Familiarity with ticketing systems and monitoring tools
• Strong written and verbal communication skills
• Ability to prioritize and manage multiple concurrent tasks
• Pass criminal background check and drug test

Preferred Qualifications

• Experience with Adtran, Cisco, Juniper, or similar network platforms
• Familiarity with VoIP and SIP services
• Familiarity with change management processes
• ITIL foundation certification (preferred)

Core Competencies

• Technical troubleshooting expertise
• Strong written communication
• Attention to detail in documentation
• Time management and prioritization
• Customer focused problem resolution
• Ability to work independently in a fast-paced environment

Performance Metrics

• Ticket resolution time
• SLA compliance
• Quality and completeness of ticket documentation
• Customer communication responsiveness
• Accuracy and timeliness of change notifications