Network Operations Technician

· Provides operations, call center support of network through monitoring and problem resolution for all network (coax/fiber/wireless) connectivity, voice, data, SD-WAN, and security services.

· Conducts problem identification, diagnosis, and resolution of problems.

· Perform job tasks using various standard tools, ticketing system and monitoring console. Ownership of the problem till proper closure is critical to the job role. Work the issue providing the best customer experience - remaining involved through the resolution process.

· Desire to assist customers with a variety of network (data), voice and service-related issues in a fast-paced, independent, telephone-based service environment with an emphasis on quality. Able to demonstrate a high level of patience with customers of a wide range of technical levels.

· Provides support for the escalation and communication of status to management and other internal customers.

· Time management skills needed to satisfy the requirements of the customer while controlling the length of calls to other providers.

· Able to configure and manage basic routers/switches (i.e., Cisco, Fortinet, Velocloud, and 4G/5G devices). Troubleshoots, maintains integrity, and configures network components along with implementing enhancements to improve reliability and performance.

· Participate in on-call rotation.

Skills Required:

· Great attitude and want to work - proactively! Demonstrated past success in working part of a team.

· Must possess a sense of urgency, be self-motivated and have the experience/ability to work in a fast-paced environment. Attention to detail is critically important!

· Must have verbal and written communication skills, problem solving skills and customer service FIRST!

Technical Skills:

· Understand the basics of networking fundamentals (hub, switch, router), types of networks, physical media used, internet protocols and Layer2/3 switching and routing.

· Understand each layer of the OSI model.

· Candidates must have previous experience providing some level of network operations in an enterprise environment.

· CompTIA Network+ / Security+ certification is recommended!

· CCENT (or CCNA) is a big plus!

Education:

· High school or equivalent (Preferred)

Experience:

· Customer Service: 1 year (Preferred)

· Help Desk: 1 year (Preferred)

License/Certification:

· Other IT Certification (Preferred)

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, · 401(k) (includes company match)

· Dental insurance

· Vision insurance

· Health insurance

· Health savings account

· Life insurance

· Paid time off

· Professional development assistance

Supplemental pay types:

· Bonus pay

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance