OSP Coordinator, 3rd shift - Fiber Optic Network Restoration

The Overnight Administrative Coordinator provides dedicated administrative and dispatch support during overnight hours (8:00 PM - 6:00 AM) for emergency fiber optic cable repair and network restoration activities. This role serves as the primary overnight administrative point of contact between the Network Operations Center (NOC), in-house construction crews, and third-party/contract construction teams responding to fiber cuts and outages, ensuring accurate ticketing, timely dispatch, and clear communication throughout the restoration process while day-shift administrative staff are off duty., * Serve as the overnight OSP point of contact for in-house and contract construction crews responding to fiber optic cable cuts and network outages.

• Answer, screen, and triage incoming overnight outage and trouble calls; dispatch the appropriate in-house or contract construction resources to job sites.
• Create and maintain tickets in internal database (Knowify) and manage work orders in the ticketing/OSS system in real time throughout the restoration event.
• Track contractor and crew assignments, arrival times (ETAs), and job progress for all active fiber restoration jobs.
• Coordinate emergency utility locates (e.g., 811/one-call notifications) and right-of-way or permit access needed for overnight repair work.
• Prepare and distribute required documentation, including work orders, splice and repair reports, restoration confirmations, and job-site photos, to the appropriate internal teams and contractors.
• Communicate outage status and estimated time of restoration (ETR) updates to the NOC, account/customer teams, and affected customers as needed.
• Maintain up-to-date contact rosters and on-call coverage schedules for in-house crews and contract construction partners.
• Track deployment of materials and equipment (fiber, splice kits, closures, etc.) needed for active repair jobs.
• Maintain accurate records to support SLA compliance, billing, and contractor invoicing.
• Escalate complex outages, safety concerns, or access issues to on-call engineering and operations management immediately.
• Prepare shift-change handoff reports summarizing overnight outage activity, ticket status, and contractor performance for day-shift NOC and administrative staff.
• Perform other administrative duties as assigned to support 24/7 fiber network restoration operations.

• High school diploma or equivalent required; Associate degree preferred.
• Minimum 5 years of administrative, dispatch, or customer service experience; telecommunications, fiber/OSP construction, or utility industry experience preferred.
• Familiarity with fiber optic and outside plant (OSP) construction terminology (e.g., splicing, cable cuts, closures, ETR) a plus.
• Experience with ticketing or OSS/dispatch systems (e.g., Granite, ServiceNow, Salesforce, or similar) preferred.
• Strong written and verbal communication skills, with the ability to remain calm and professional during high-pressure outage events.
• Proficiency with Microsoft Office and ticketing/work-order management software.
• Familiarity with Knowify database is a plus.
• Strong multitasking and organizational skills; comfortable working independently with minimal direct supervision.
• Reliable and punctual, with the ability to commit to a fixed overnight schedule, including weekends and holidays as needed.

From $50,000 a year - Full-time, Pulled from the full job description

• On-the-job training
• 401(k)
• Health insurance
• Dental insurance, * Primarily an office/NOC-dispatch desk environment; occasional travel to job sites may be required.
• Ability to sit for extended periods while using computer and phone systems continuously throughout the shift.
• Must be available to work overnight hours (8:00 PM - 6:00 AM), including weekends and holidays, due to the 24/7 nature of fiber network outage and restoration response.

Pay: From $50,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• On-the-job training