Technician, Network Operations Center

Technician, Network Operations Center

This role sits at the heart of a 24/7 Network Operations Center environment, ensuring the stability, performance, and reliability of large-scale enterprise communication networks. You will monitor live systems, respond to alerts, and act as the first line of defense for network incidents and service disruptions. The position is highly operational and fast-paced, requiring strong attention to detail and quick decision-making under pressure. You will collaborate with a small shift-based technical team to minimize downtime and maintain service continuity for customers across multiple states. This is a customer-facing technical role where communication, accuracy, and responsiveness are critical. It also offers a strong development path for professionals aiming to grow into advanced network engineering positions. The environment rewards initiative, continuous learning, and a proactive approach to problem-solving.

Accountabilities:

• Monitor network systems in real time to detect, analyze, and respond to performance issues, outages, and alerts.
• Serve as the first point of contact for customer-reported network and service incidents, ensuring timely acknowledgment and resolution updates.
• Perform initial troubleshooting and problem diagnosis, escalating issues according to established procedures when necessary.
• Conduct routine daily system checks to ensure network health, stability, and compliance with operational standards.
• Communicate proactively with customers regarding scheduled maintenance, outages, and incident progress.
• Collaborate with shift team members to ensure seamless 24/7 coverage and consistent service quality.
• Follow defined escalation paths and contribute to incident documentation and reporting for continuous improvement.

Requirements:

• Minimum 1+ year experience in a customer support or technical support environment.
• At least 1+ year working with ticketing systems and incident management workflows.
• CCNA certification or CompTIA Network+ (or equivalent networking knowledge).
• Strong understanding of basic networking concepts and troubleshooting methodologies.
• Excellent verbal and written communication skills with a strong customer-service orientation.
• Demonstrated ability to resolve issues independently without excessive reliance on documentation.
• Positive, flexible, and resilient mindset with a strong commitment to teamwork and accountability.
• Additional valuable experience (not required): VoIP troubleshooting, RF setup/support, Linux administration.

Benefits:

• Competitive hourly compensation: $18 – $27/hour (based on tier and experience level).
• Medical, dental, vision, and life insurance coverage.
• Short-term and long-term disability insurance.
• Paid time off to support work-life balance.
• Flexible Spending Account (FSA) options.
• 401(k) retirement savings plan.
• Employee referral bonus program.
• Employee discount program.
• Opportunity for career progression into higher-tier technical or network engineering roles.