Network Technician - Commercial Accounts

About the Role

Reports to: Director of Network Engineering

As Network Technician, Commercial Accounts at Michigan Broadband, you'll configure, manage, and support the network and voice services businesses rely on every day. You'll perform configuration and ongoing management onsite or remotely, working with the Installation and Repair group on physical cabling and equipment installations at customer locations and central offices. The work includes managed networks, Wi-Fi, hosted voice, cameras, and access control, along with the staging, documentation, and equipment tracking that keep those services supportable.

You'll work closely with Network Administrators, Customer Care, and each customer's IT team or managed service provider (MSP). Our responsibility is the Michigan Broadband services and equipment within the customer's service agreement. You'll coordinate troubleshooting and changes with their IT provider, while keeping ownership and next steps clear. This role is for someone who enjoys hands-on technical work, takes pride in a clean installation, and follows through until the customer can use the service confidently.

Key Responsibilities

Coordinate cabling and equipment installations

• Manage projects and workflows to ensure company standards and approved installation practices are followed.
• Provide technical requirements and coordinate readiness for configuration and activation.
• Size AC and DC power distribution units (PDUs) for network equipment, accounting for equipment loads, available capacity, and redundancy requirements.
• Coordinate with the Installation and Repair group on physical installation and document power connections and circuit assignments.
• Perform site surveys to confirm equipment placement, cable routes, rack space, power, and installation readiness; identify issues before the scheduled work.
• Test connectivity and document cable paths, port assignments, equipment locations, and completed work.

Deploy managed business network services

• Perform onsite or remote configuration, management, and support of managed routers, switches, Wi-Fi access points, VoIP devices, cameras, and access control equipment; coordinate physical installation with the Installation and Repair group within the agreed service scope.
• Work with Network Administrators to implement approved addressing, VLANs, routing, security settings, and quality of service for customer deployments.
• Validate wired and wireless connectivity, Wi-Fi coverage, device operation, and service performance before handing the installation over to the customer.
• Follow approved configuration and change procedures, protect administrative credentials, and maintain configuration backups in designated systems.

Deliver hosted voice solutions

• Gather customer requirements and help design business network and hosted voice solutions with Network Administrators and voice specialists.
• Configure hosted voice users, extensions, phones, call flows, auto attendants, ring groups, voicemail, and other subscribed features.
• Coordinate physical installation schedules with the Installation and Repair group, and number porting readiness and service activation with the responsible teams; perform onsite or remote voice configuration and management.
• Test inbound and outbound calling, call routing, audio quality, and configured features; verify emergency calling settings through approved procedures.

Support commercial customers and coordinate with their IT providers

• Troubleshoot business connectivity, managed network, Wi-Fi, and voice issues remotely and on site; keep customers informed through resolution.
• Isolate problems across Michigan Broadband services, customer equipment, and third-party systems, and coordinate with the appropriate owner.
• Work with the customer's IT staff or MSP on network handoffs, addressing, firewall requirements, and planned changes. Refer desktop, server, application, and other IT work outside our service agreement to that provider.
• Escalate issues to Network Administrators, voice specialists, or vendors with clear symptoms, test results, service impact, and actions already taken.

Train customers and complete service handoffs

• Show customers how to use their hosted voice features, phones, managed service portals, and other installed systems appropriate to their access level.
• Provide practical instructions for common tasks, explain how to request support, and confirm the customer can use the agreed features.
• Coordinate with Customer Care, Network Administrators, and the Installation and Repair group on appointments, service changes, cutovers, and support handoffs; maintain accurate tickets and installation records.

Stage equipment and manage customer assets

• Receive, inspect, stage, configure, and test equipment before deployment; confirm required hardware, software, licenses, and installation materials are ready.
• Track customer-assigned equipment through inventory, staging, deployment, maintenance, replacement, return, redeployment, and retirement.
• Maintain accurate asset records, including model, serial number, MAC address, ownership, customer and site assignment, configuration reference, and warranty or license details.
• Reconcile installed equipment with inventory records, coordinate returns and replacements, and securely reset or sanitize equipment before reuse or disposal under company procedures.

Qualifications

Required

• Hands-on experience configuring, managing, and troubleshooting business networks, telecommunications equipment, or related systems.
• Working knowledge of Ethernet, TCP/IP, subnetting, DHCP, DNS, VLANs, PoE, and wireless networking.
• Working knowledge of structured cabling, equipment racks, patch panels, and installation testing sufficient to define requirements and cooperate effectively with the Installation and Repair group.
• Experience configuring and supporting VoIP phones or business telephone systems, with an understanding of how network conditions affect call quality.
• Ability to troubleshoot methodically, read network diagrams, follow installation plans, and document work accurately.
• Clear customer communication skills, including the ability to explain technical issues and teach users with varying levels of experience.
• Ability to work independently onsite or remotely and coordinate effectively with the Installation and Repair group, Customer Care, Network Administrators, and customer IT providers.
• Ability to travel within our service area and work safely at customer premises, equipment rooms, and central offices.

Preferred

• Experience in an ISP or telecommunications environment supporting commercial accounts.
• Experience with hosted voice administration, SIP, call flows, number porting, and voice quality troubleshooting.
• Experience deploying managed Wi-Fi and using wireless survey or diagnostic tools.
• Experience configuring, managing, or supporting IP cameras and network-connected access control systems.
• Experience with equipment staging, asset lifecycle tracking, ticketing systems, and configuration documentation.
• Relevant networking, cabling, wireless, or voice certifications, such as CompTIA Network+, CCNA, or vendor-specific credentials.

Schedule, Location, and Travel

This role combines onsite and remote configuration, management, and troubleshooting with work at business customer locations, central offices, and equipment staging areas. Travel within our service area, including the Upper Peninsula and the Northern part of Lower Michigan, is part of the role. Installations and cutovers may require work outside normal business hours to accommodate customer operations. Specific scheduling and any on-call responsibilities will be established with the hiring manager.  This position will be based out of our Escanaba, MI office.

Growth Path

As our commercial services grow, this role offers opportunities to deepen expertise in business networking, hosted voice, wireless systems, and service delivery. Additional responsibilities may include more complex deployments, mentoring other technicians, or progressing into senior technical or network administration roles as skills and business needs develop.

Benefits

• Medical, dental and life insurance
• 401 (k) matching
• Holiday pay
• Paid time off