Network Support Specialist

Job Description

Job Description

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 197 communities and more than 60,000 customers in Arkansas, Tennessee, Texas, Missouri, Kentucky and Louisiana. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

We are looking for an experienced Network Support Specialist to join our team.

General Summary:

The Network Support Specialist is a part of the Ritter Network Operations team responsible for providing overall operational support to Ritter’s Enterprise customers, to include provisioning enterprise services, move/add/change and disconnect orders. The role may also serve as a POC for Field Operations. Success in this role is highly reliant on the ability to adapt to rapidly changing environments, networks, learn new technologies and processes quickly, and the ability to work both independently and in a team environment.

Essential Job Functions:

• Provisions new service, disconnects service, suspends, and reconnects, facility changes, feature changes, CPE activation, and/or fulfilling other service delivery requests;
• Interdepartmental coordination of complex order assignment and fulfillment;
• Responsible for fulfilling orders requiring new assignment, facility changes and completions;
• Responsible for record keeping such as: maintaining cut sheets, updating facility records, and updating trouble records;
• Manages directory number portability requests;
• Troubleshoot and test customer service delivery;
• Activates voice, video and data services across copper, fiber and Ethernet platforms;
• Troubleshoots virtualization services;
• Participates in a team environment; providing valuable input and suggestions;
• Interacts with Engineering, Field Operations, NOC, and end-customers;
• Performs all other related duties as assigned.

Knowledge, Skills, and Abilities :

• Strong customer service focus;
• Foundational knowledge and understanding of routers and networks;
• Demonstrated understanding of LAN/WAN protocols and technologies including Ethernet, Wi-Fi, VLAN, TCP/IP, Routing, Switching, ACL, and SD WAN;
• Demonstrated understanding of the OSI model;
• Demonstrated understanding of VOIP;
• Knowledge of common networking tools and troubleshooting methodologies including Telnet, SSH, ping, traceroutes, and Wireshark;
• Skill in commonly used software such as Visio, Excel, Word, and Power Point;
• Ability to function and work well individually and in a team environment;
• Skill in oral and written communication;
• Skill in reading and interpreting technical documents and information;
• Skill in maintaining a high level of customer focus.

Education and Experience:

Relevant technical field experience or Bachelor’s Degree in Computer Science, Networking, or a similar field required. Cisco CCNA, Nokia NRS, CompTIA, or similar certifications preferred.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!