Business Support Representative - Tier 2

Love Your Mondays again!

Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don't just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Business Support Representative - Tier 2

The Tier 2 Business Support Representative role will facilitate and maintain relationships with Carriers and other VIP customers. The ideal candidate will be expected to deliver expert-level technical support ensuring high-quality customer experience across voice, video, data, and IP-based services. As a Tier 2 Business Support Representative, you will work closely with internal departments, field technicians, and vendors to diagnose, troubleshoot, and resolve complex technical issues while maintaining service level agreements (SLAs) and driving continuous service improvement for high-value and VIP customers.

ESSENTIAL JOB FUNCTIONS:

• Diagnose, troubleshoot, and resolve complex technical issues across voice, video, data, IP, and optical networks.
• Perform proactive network surveillance and alarm monitoring using performance tools to ensure system integrity and service reliability.
• Isolate and remediate faults in customer premises and network elements, including VOIP, SIP, TDM, Metaswitch, and Juniper routing.
• Serve as a single point of contact (SPOC) for high-risk and service-impacting events, ensuring timely escalation and resolution.
• Respond to incoming support calls, emails, and tickets from customers, vendors, and internal teams such as Field Operations.
• Work closely with engineers and field technicians to support on-site and remote troubleshooting.
• Provide updates to customers during active network events, ensuring professional, quality-oriented communication.
• Maintain detailed ticket documentation, including troubleshooting steps, test results, and final resolutions.
• Support training initiatives by sharing technical expertise with peers and contributing to documentation and knowledge bases.
• Interface with vendors and suppliers, particularly with systems such as Accedian, Nokia, Adtran, and Vision Metrix.
• Contribute feedback to improving product performance and the overall customer experience.
• Support on-call as part of a rotating schedule, especially during outages or network events.
• All other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• High School Diploma or GED required; Associate degree or technical certification preferred.
• 2+ years of experience in IT, NOC, telecommunications, or customer technical support.
• Professional certifications preferred (A+, CCNA, CCNP, Net+, MEF).
• Willingness to work as a team and independently.
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• Excellent troubleshooting and analytical skills with the ability to work independently in high-pressure environments. Experience with Layer 1 through Layer 4 of the IP Stack
• Experience with Metaswitch platforms (UMG, CFS, EAS, SIP Provisioning Server, SAS, MetaView).
• Familiarity with SS7, ISUP, SIGTRAN, TCAP, AIN, T1/T3, SONET, and VLAN tagging.
• Experience with Juniper routing and SDP configuration strongly preferred.
• Accedian and Nokia network knowledge is highly valued.

Join us and find out what it means to love your career!

At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks-we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders.

Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match with immediate vesting. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet - a company where your success builds stronger communities, and your future is limitless.

Metronet is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

Pay Range - $23 - $25/hr.

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