Network Operations Specialist - Telecom

The Network Operations Specialist is responsible for monitoring, maintaining, troubleshooting, and supporting customer and core network services, with a primary emphasis on voice and unified communications services., The ideal candidate will have experience supporting VoIP, SIP, UCaaS, hosted PBX, call routing, and phone system configurations, while possessing a foundational understanding of IP networking and service provider environments. This role serves as a key technical resource during service-impacting events and works closely with customers, field technicians, network engineers, and third-party providers to restore and maintain services., Network Operations

• Monitor and maintain customer and core network services as a member of the Network Operations Center (NOC).
• Troubleshoot and repair service issues involving voice, Ethernet, IP, routing, switching, wireless, and security services.
• Monitor Network Management Systems (NMS) and respond to network alarms, outages, and performance issues.
• Coordinate restoration activities with internal teams, customers, contractors, and third-party service providers.
• Provision, modify, and disconnect customer services as assigned.
• Schedule, document, and implement maintenance activities.
• Utilize network tools and testing platforms to diagnose service issues and validate solutions.
• Document troubleshooting efforts, resolutions, and customer communications within ticketing systems.

Voice & Unified Communications Support

• Troubleshoot and support VoIP, SIP, UCaaS, and hosted PBX services.
• Configure and support phones, voicemail, auto attendants, hunt groups, call routing, extensions, and user profiles.
• Diagnose voice-quality issues including latency, jitter, packet loss, registration failures, and call routing concerns.
• Assist customers with voice service changes, activations, and troubleshooting.
• Analyze voice service issues across IP networks and coordinate resolution activities.
• Support customer-facing communications during service interruptions and restoration efforts.

Incident Management

• Respond professionally and proactively to customer-reported service issues.
• Provide customer notifications and updates during outages and service-impacting events.
• Lead or assist in troubleshooting and restoration activities during network incidents.
• Participate in Root Cause Analysis (RCA), Reason for Outage (RFO), and Service Level Agreement (SLA) reporting activities.
• Participate in an on-call rotation and after-hours maintenance activities as required.

Process Improvement

• Identify recurring service issues and recommend operational improvements.
• Develop and document procedures, best practices, and troubleshooting guides.
• Collaborate with cross-functional teams to improve service delivery and customer experience., * Remote position with occasional travel to offices, meetings, or operational activities as required.
• Home office workspace and reliable internet connectivity required.
• Participation in an on-call rotation and occasional after-hours maintenance activities is required.
• Ability to support operational coverage schedules and assist during extended outages, major incidents, or maintenance events.

• Working knowledge of VoIP, SIP, UCaaS, hosted PBX, or telecommunications services.
• Understanding of basic call routing, voicemail systems, phone configurations, and voice service troubleshooting.
• Knowledge of Ethernet and IP networking fundamentals.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
• Strong customer service orientation and follow-through.
• Proven ability to work independently and collaboratively within a team environment.

Preferred

• Experience supporting voice services across IP networks.
• Understanding of routing and switching technologies.
• Familiarity with MPLS, VPLS, Carrier Ethernet, or service-provider environments.
• Understanding of Quality of Service (QoS) and its impact on voice services.
• Familiarity with DNS, IPv4, and IPv6 networking concepts.
• Experience working in a 24x7 Network Operations Center (NOC) environment.

Education

• Associate's degree or Bachelor's degree in Telecommunications, Networking, Information Technology, or a related field, or equivalent combination of education and experience.

Preferred Certifications

• Nokia NRS I
• CompTIA Network+
• CCNA
• Telecommunications, UCaaS, or VoIP-related certifications

Experience

Required

• Two or more years of experience supporting voice, telecommunications, network operations, technical support, or a related technical field.
• Experience troubleshooting customer service issues in a technical support environment.

Preferred

• Experience supporting VoIP, SIP, UCaaS, or hosted PBX solutions.
• Experience working in a mission-critical 24x7 operational environment.
• Experience within a telecommunications, service provider, managed services, or technology services organization.

Skills & Abilities

• Understanding of voice and network service delivery concepts.
• Excellent analytical and troubleshooting abilities.
• Strong organizational and time-management skills.
• Ability to learn new technologies and adapt to changing environments.
• Effective communication skills with both technical and non-technical audiences.
• Ability to perform under pressure and meet service-level expectations.
• Proficiency with network monitoring, ticketing, and diagnostic tools.
• Commitment to delivering an exceptional customer experience.