Tier II Support Engineer

NOVOS FiBER, a premier provider of FTTH (Fiber to the Home) internet services, is seeking an experienced and motivated Tier II Support Engineer to join our team in Coppell, TX. The ideal candidate will possess a strong technical background, exceptional communication skills, and a passion for delivering outstanding customer service. In this role, you will provide second-level technical assistance and support to our residential internet customers, ensuring their connectivity needs are met with efficiency and expertise.

Essential Job Functions

• Second Level Support: Provide second level support to NOVOS FiBER customers by managing allocated tickets, engaging directly with customers, and diagnosing and resolving network issues across an all-optical network infrastructure.
• Customer Communication: Communicate effectively with customers to understand and diagnose network problems, provide updates on ticket status, and ensure customer satisfaction throughout the resolution process.
• Ticket Handling: Efficiently manage and prioritize assigned tickets, ensuring timely resolution of customer issues and adherence to service level agreements (SLAs). This includes accurately documenting troubleshooting steps, updating ticket statuses, and escalating unresolved issues as necessary to ensure a seamless customer support experience.
• Troubleshooting Network Issues: Utilize your expertise in optical networking to troubleshoot and resolve complex network issues, including but not limited to fiber optic connectivity, optical line terminals (OLTs), optical network terminals (ONTs), and other components of our all-optical network.
• Collaboration: Collaborate closely with the NOVOS NOC, customer care team members, network engineers, and third-party vendors to escalate and resolve issues efficiently, ensuring minimal downtime and disruption for our customers.

Job Requirements

• Working knowledge of optical networking, XGS-PON, Wi-Fi, and/or IP routing and switching. Nokia experience preferred.
• Practical experience using these technologies in a residential internet service provider environment.
• Experience with Nokia Wi-Fi Control Center / Corteca.
• At least three years of experience in a customer facing support role. 
• Willingness to learn and adapt in a fast-paced startup environment.
• Willingness to report to the NOVOS Fiber Plano office five days per week.
• Willingness to work a 4x10 schedule Wednesday through Saturday (schedule does not rotate).
• Be available for occasional night/weekend on-call to address critical issues. 

Other Skills/Abilities

• Strong verbal and written communication skills
• Good troubleshooting skills and methodologies.
• Ability to identify risks/issues and develop recommendations for resolution.
• Attention to detail with good organizational capabilities.
• Ability to prioritize with good time management skills.

Why Join NOVOS FiBER?

At NOVOS FiBER, we pride ourselves on delivering exceptional internet service through our all-optical infrastructure. As a Tier II Support Engineer, you’ll play a pivotal role in ensuring our customers enjoy reliable, high-speed connectivity. Join our team to work in a collaborative, innovative environment where your skills and expertise will make a tangible difference in the lives of our customers.

Ready to Join Us?

Apply today and become part of a company that’s shaping the future of fiber optic internet in Coppell, TX!

Please note: We are unable to sponsor work visas, including H-1B, H-1B1, or other employment-based visas, at this time. Candidates must be authorized to work in the United States without the need for current or future visa sponsorship. Relocation assistance is available for qualified candidates.