Network Operation Center Technician Level 2

Avative Fiber (majority-owned subsidiary of Strata Networks) is a fast-growing local Internet Service Provider delivering premier fiber internet to residents and businesses in Saratoga Springs. We are seeking a motivated and experienced customer support & technical specialist to join our tight-knit, high-performing team. This individual will serve as a key member of our in-house call center, providing exceptional customer service, technical troubleshooting, and operational support across multiple teams., * Handle incoming and outgoing communications, including phone calls, text messages, emails, and live chat.

• Support customers with billing inquiries, account changes, and sales-related questions.
• Perform Tier 1 and Tier 2 fiber internet technical troubleshooting, including router configuration, connectivity diagnostics, and basic network support.
• Build sustainable relationships and trust with customers through professional, clear, and patient communication.
• Create, update, and maintain customer tickets with accurate documentation.
• Assist the Operations team with customer outreach, scheduling, expansion project coordination, and ongoing upgrade initiatives.
• Collaborate closely with Technical Operations, Customer Operations, the Technical Engineer, Project Manager, Construction teams, and Field Technicians.
• Support the seamless flow of customer information between teams to ensure timely resolution of issues.
• Maintain professionalism when handling difficult or escalated customer interactions.
• Contribute positively to a small, growing team environment with flexibility and adaptability.

Do you have experience in WAN?, Do you have a High school diploma or GED?, The ideal candidate is a quick learner, independent, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This person must be an excellent communicator with strong technical aptitude, experience in call center or ISP support environments, and a commitment to delivering an outstanding customer experience., * Required: Prior call center experience and technical support experience.

• Required: Strong understanding of basic networking fundamentals (WAN vs LAN, router setup, fiber ONT basics, connectivity troubleshooting, etc.).
• Required: Excellent communication and customer service skills.
• Strong problem-solving abilities with a resourceful, self-driven approach to task completion.
• Ability to multitask, manage time effectively, and work independently with minimal supervision.
• Proficiency in Microsoft Office and general computer applications.
• Ability to work collaboratively within a team-oriented environment.
• Preferred: Bilingual Spanish speaker.
• Required Education: High school diploma or equivalent.[JA1]
• Preferred: Certified (CCNA), Associates or working towards CS/IT/IS Degree., * Must pass a background check and drug screen.
• Must have reliable transportation.

Pulled from the full job description

• 401(k)
• Paid time off
• Vision insurance
• Paid holidays, * $28/hour starting wage full time or commiserate with experience
• Health, dental, and vision insurance
• PTO
• Paid holidays
• 401(k)
• Employee fiber internet discount
• Opportunities for growth within a rapidly expanding local ISP
• Work as part of a close-knit, supportive team