Back Office Technician

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    "url": "https://recruiting.paylocity.com/recruiting/jobs/Details/3942590/Orlando-Telephone-Company-Inc/Back-Office-Technician",
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    "description_html": "<p><strong>Department:</strong> Commercial Support</p><p><strong>Reports To:</strong> Commercial Support Supervisor</p><p><strong>Location: </strong>Orlando, FL</p><p><strong>FLSA Status:</strong> Non Exempt</p><p>________________________________________</p><p><strong>Position Summary:</strong></p><p>The Back Office Technician supports commercial customers by managing trouble tickets, responding to commercial support communications, and executing technical changes related to business services. This role serves as a primary operational resource for commercial issue resolution, project work, and service modifications within a regional ISP environment.</p><p>The position requires strong technical troubleshooting skills, clear communication, and the ability to manage multiple priorities in a fast-paced commercial support setting.</p><p>________________________________________</p><p><strong>Key Responsibilities</strong></p><p><br></p><p><em>Commercial Trouble Ticket Management</em></p><ul><li>Work and resolve commercial trouble tickets in accordance with internal SLAs</li><li>Perform technical troubleshooting related to internet, transport, voice, and fiber services</li><li>Escalate issues appropriately to NOC, Engineering, or Field Operations when required</li><li>Provide detailed ticket documentation including troubleshooting steps and resolution notes</li><li>Monitor ticket queues to ensure timely response and follow through</li></ul><p><em>Commercial Support Communications</em></p><ul><li>Serve as primary responder for Commercial Support email engagements</li><li>Provide timely, professional responses to customers and internal stakeholders</li><li>Coordinate technical updates and status communications</li><li>Ensure clear and accurate written communication in all customer interactions</li></ul><p><em>Commercial Projects and Service Changes</em></p><ul><li>Execute commercial support projects including configuration changes, migrations, and service modifications</li><li>Perform network configuration updates as required for commercial customers</li><li>Support scheduled maintenance activities impacting commercial services</li><li>Coordinate communications related to project timelines and service impact</li></ul><p><em>Change Management and Notifications</em></p><ul><li>Prepare and distribute change management notifications for commercial impacting work</li><li>Ensure customers and internal teams are informed of scheduled maintenance or service affecting activities</li><li>Maintain records of customer notifications and approvals when required</li></ul><p><em>Operational Support</em></p><ul><li>Assist as inbound call taker for Commercial Support when necessary</li><li>Provide real time troubleshooting and status updates to commercial customers</li><li>Support queue management during high volume periods</li><li>Participate in after-hours support rotation if applicable</li></ul><p>________________________________________</p><p><strong>Required Qualifications</strong></p><ul><li>Associate degree in Information Technology, Telecommunications, or related field or equivalent experience</li><li>2 plus years of experience in ISP operations, commercial support, or network troubleshooting</li><li>Strong understanding of IP networking fundamentals including VLANs, routing, subnetting, and basic firewall concepts</li><li>Experience working with fiber and business class broadband services</li><li>Familiarity with ticketing systems and monitoring tools</li><li>Strong written and verbal communication skills</li><li>Ability to prioritize and manage multiple concurrent tasks</li><li>Must be able to pass criminal background check and drug test.</li></ul><p>________________________________________</p><p><strong>Preferred Qualifications</strong></p><ul><li>Experience with Adtran, Cisco, Juniper, or similar network platforms</li><li>Knowledge of VoIP and SIP services</li><li>Familiarity with change management processes</li><li>ITIL foundation certification (preferred)</li></ul><p>________________________________________</p><p><strong>Core Competencies</strong></p><ul><li>Technical troubleshooting expertise</li><li>Strong written communication</li><li>Attention to detail in documentation</li><li>Time management and prioritization</li><li>Customer focused problem resolution</li><li>Ability to work independently in a fast-paced environment</li></ul><p>________________________________________</p><p><strong>Performance Metrics</strong></p><ul><li>Ticket resolution time</li><li>SLA compliance</li><li>Quality and completeness of ticket documentation</li><li>Customer communication responsiveness</li><li>Accuracy and timeliness of change notifications</li></ul><p><br></p><p><strong>Other Duties:</strong></p><p>Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.&nbsp;</p><p><br></p><p><em>Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. takes part in the E-Verify program.</em></p><p><br></p><p><br></p><p><br></p>",
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      "datePosted": "2026-02-24T16:19:56-06:00",
      "description": "<p>Description</p><p><strong>Department:</strong> Commercial Support</p><p><strong>Reports To:</strong> Commercial Support Supervisor</p><p><strong>Location: </strong>Orlando, FL</p><p><strong>FLSA Status:</strong> Non Exempt</p><p>________________________________________</p><p><strong>Position Summary:</strong></p><p>The Back Office Technician supports commercial customers by managing trouble tickets, responding to commercial support communications, and executing technical changes related to business services. This role serves as a primary operational resource for commercial issue resolution, project work, and service modifications within a regional ISP environment.</p><p>The position requires strong technical troubleshooting skills, clear communication, and the ability to manage multiple priorities in a fast-paced commercial support setting.</p><p>________________________________________</p><p><strong>Key Responsibilities</strong></p><p><br/></p><p><em>Commercial Trouble Ticket Management</em></p><ul><li>Work and resolve commercial trouble tickets in accordance with internal SLAs</li><li>Perform technical troubleshooting related to internet, transport, voice, and fiber services</li><li>Escalate issues appropriately to NOC, Engineering, or Field Operations when required</li><li>Provide detailed ticket documentation including troubleshooting steps and resolution notes</li><li>Monitor ticket queues to ensure timely response and follow through</li></ul><p><em>Commercial Support Communications</em></p><ul><li>Serve as primary responder for Commercial Support email engagements</li><li>Provide timely, professional responses to customers and internal stakeholders</li><li>Coordinate technical updates and status communications</li><li>Ensure clear and accurate written communication in all customer interactions</li></ul><p><em>Commercial Projects and Service Changes</em></p><ul><li>Execute commercial support projects including configuration changes, migrations, and service modifications</li><li>Perform network configuration updates as required for commercial customers</li><li>Support scheduled maintenance activities impacting commercial services</li><li>Coordinate communications related to project timelines and service impact</li></ul><p><em>Change Management and Notifications</em></p><ul><li>Prepare and distribute change management notifications for commercial impacting work</li><li>Ensure customers and internal teams are informed of scheduled maintenance or service affecting activities</li><li>Maintain records of customer notifications and approvals when required</li></ul><p><em>Operational Support</em></p><ul><li>Assist as inbound call taker for Commercial Support when necessary</li><li>Provide real time troubleshooting and status updates to commercial customers</li><li>Support queue management during high volume periods</li><li>Participate in after-hours support rotation if applicable</li></ul><p>________________________________________</p><p><strong>Required Qualifications</strong></p><ul><li>Associate degree in Information Technology, Telecommunications, or related field or equivalent experience</li><li>2 plus years of experience in ISP operations, commercial support, or network troubleshooting</li><li>Strong understanding of IP networking fundamentals including VLANs, routing, subnetting, and basic firewall concepts</li><li>Experience working with fiber and business class broadband services</li><li>Familiarity with ticketing systems and monitoring tools</li><li>Strong written and verbal communication skills</li><li>Ability to prioritize and manage multiple concurrent tasks</li><li>Must be able to pass criminal background check and drug test.</li></ul><p>________________________________________</p><p><strong>Preferred Qualifications</strong></p><ul><li>Experience with Adtran, Cisco, Juniper, or similar network platforms</li><li>Knowledge of VoIP and SIP services</li><li>Familiarity with change management processes</li><li>ITIL foundation certification (preferred)</li></ul><p>________________________________________</p><p><strong>Core Competencies</strong></p><ul><li>Technical troubleshooting expertise</li><li>Strong written communication</li><li>Attention to detail in documentation</li><li>Time management and prioritization</li><li>Customer focused problem resolution</li><li>Ability to work independently in a fast-paced environment</li></ul><p>________________________________________</p><p><strong>Performance Metrics</strong></p><ul><li>Ticket resolution time</li><li>SLA compliance</li><li>Quality and completeness of ticket documentation</li><li>Customer communication responsiveness</li><li>Accuracy and timeliness of change notifications</li></ul><p><br/></p><p><strong>Other Duties:</strong></p><p>Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. </p><p><br/></p><p><em>Summit Broadband is an Equal Opportunity Employer. Summit Broadband, Inc. takes part in the E-Verify program.</em></p><p><br/></p><p><br/></p><p><br/></p>",
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