Network Operations Specialist I

Smart Communications builds and operates the communications infrastructure used by correctional facilities across the United States. When a facility’s network is down, families can’t reach incarcerated loved ones and facility staff lose tools they rely on. So the networks we manage are mission-critical, and we run them ourselves.

Our Network Operations team works from our offices in Vancouver, WA; Moorestown, NJ; and St. Marys, GA, and keeps more than 130 remote facility networks online. We’re hiring a Network Operations Specialist I to join that team.

You’ll monitor, configure, and troubleshoot the network equipment we deploy to facilities nationwide. You’ll also prepare and ship that equipment, work trouble tickets, and help our Field Services team bring new sites and circuits online. This is a hands-on role in a fast-paced, high-accountability environment. It’s a good fit if you like finding out why something broke, not just making the alarm go away.

What you’ll do

Network management and monitoring

• Monitor all managed networks and systems using our Zabbix monitoring platform

• Access, configure, and troubleshoot designated network equipment to maintain uptime and performance

• Take corrective action to restore full service in response to alarms and outages

• Take ownership of every alert you acknowledge. An acknowledged alert has an owner, a next step, and a time it will be resolved or escalated.

• Escalate high-severity and disaster-level alerts to Systems Operations, following our escalation matrix

• Treat security events at facilities, such as DNS hijacking or unexpected traffic, as incidents and escalate them immediately

• Install firmware and software updates on routers, firewalls, switches, servers, and other equipment

• Perform all work in accordance with client contracts and service level agreements (SLAs)

Hardware and logistics

• Manage the full lifecycle of network hardware: * Receiving, unboxing, tagging, configuring, testing, and shipping equipment

• Firewalls, routers, switches, servers, ATAs, WAPs, point-to-point relays, cellular modems, SFP modules, patch panels, racks, and other designated gear

• Keep asset records current in Dashboard, our asset tracking and management system

Support and collaboration

• Receive, triage, and resolve trouble tickets for network and system issues, and track your time on each ticket

• Assist the Field Services team with new circuit turn-ups, remote circuit testing, and troubleshooting

• Communicate clearly with teammates, other departments, and clients during outages and ticket resolution

• Document what you find and what you fixed, so the next person doesn’t start from zero

• Give regular status updates to the Network Operations Manager on work activities and open issues

• Keep a clean, organized workspace and a positive, service-oriented attitude, * Network Operations provides 24/7 coverage. Full-time shifts are assigned by the Network Operations Manager and may include days, evenings, overnights, and weekends. Shift times may change as coverage needs change.

• 1+ year of experience in computer networking, network management, or network administration. Equivalent demonstrable experience through internships, coursework, or personal lab work will be considered.

• Hands-on experience with Linux (Ubuntu Server), including command-line administration

• Familiarity with Windows Server environments

• Solid understanding of networking fundamentals: TCP/IP, VLANs, routing, firewalls, and switching

• Clear written communication and organized work habits

• Ability to reliably commute to one of our offices in Vancouver, WA; Moorestown, NJ; or St. Marys, GA. This is not a remote position.

• Availability for the Network Operations on-call rotation, outside regular business hours and on weekends

Preferred qualifications

• Experience with network monitoring platforms (Zabbix or similar)

• Experience in managed services or NOC environments

• Firewall administration (pfSense, OPNsense, or similar)

• Experience supporting telecommunications circuits (fiber, cable, cellular failover)

• Certifications such as CompTIA Network+, CompTIA Linux+, or CCNA

Physical requirements and working conditions

These are essential functions of the role:

• Prolonged periods of sitting and working at a computer workstation

• Hands-on work with network hardware in our office warehouse: receiving, configuring, testing, and packing equipment for shipment

• Ability to lift and move equipment weighing up to 50 pounds

• Ability to work assigned shifts, which may include evenings, overnights, and weekends, and take part in the on-call rotation

• Ability to pass a background check required for access to correctional facilities and criminal justice information

• On-call: On-call is shared evenly across the team, typically one week per team member per cycle, and is generally low-volume. Time spent on-call is paid.

• Travel is rare. When it happens, it’s usually for training.

Pay: $31.25 per hour

Expected hours: No less than 40.0 per week, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance