Network Operations Engineer

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About Underline

Underline starts with our people.

At Underline, we've rapidly built a culture around ownership, trust, community, and innovation. Underline is dedicated to cultivating a growth environment where people feel valued, work with a purpose of mission, are personally rewarded, and are professionally challenged.

Are you ready to join this team and transform American communities?

Underline was founded in 2019 with a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure in a socially equitable manner. We work with American communities to design, finance, and construct open access fiber-optic networks. These networks are critical to secure internet access that's fast, affordable, and fair. As open access networks, this infrastructure is also the essential foundation for distributed healthcare services, new wireless solutions, and resilient infrastructure including modernized water systems and responsible energy creation. Our first two projects are in Colorado Springs and Fountain, Colorado.

About this Position

As a Network Operations Engineer, you will be a part of the team responsible for design, implementation and network innovation. Your primary responsibility will be to act as the face to our customers and internal teams that support maintaining a world-class customer experience.

In this role you will learn our network design, the process and procedures utilized and will become an invaluable member of the team providing input on what and how the network we build evolves. This position will allow you to grow and become a subject matter expert about the Underline Network with growth opportunities in the future.

Spend your time helping us connect America, one community at a time.

What You'll Do

• Be the first point of contact and advocate for customer experience to resolve their needs, via multiple communications methods, per established customer service and quality guidelines
• Provide a Customer first attitude to troubleshoot / fix issues on first contact if possible.
• Troubleshoot, collect information and escalate to Tier 2 & 3 support when needed.
• Provide and obtain timely updates to/from relevant parties (internal and external), ensure all issues are resolved throughout the incident life cycle.
• Drive resolution and maintain ownership of tickets till resolution.
• Follow Outage procedures and Support processes as required and keep Customers and Management up to date at all times.
• Identify recurring incidents and trends and escalate appropriately.

Does this sound like you?

• You enjoy working as part of a collaborative team that is innovating and building Internet technologies and services.
• You have excellent verbal and written communication skills
• You are detail-oriented and able to juggle and execute on multiple tasks and projects in sometimes a nebulous and fluid work environment
• You are a true believer in the social, economic, and environmental benefits of bringing intelligent infrastructure to communities across the country

Experience we're looking for

• An Associates or equivalent degree in Engineering or Computer Science.
• Knowledge of Ethernet and Wireless Technologies.

Bonus points

• Bachelor's Degree or related experience in Network technology, Network Operations or Information Technology.
• Experience in working in a face-paced environment.
• CCNA, CCNP, Juniper or related certifications.

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Required)

Experience:

• Network engineering: 1 year (Preferred)
• ethernet or wireless technology: 1 year (Preferred)

Work Location: In person