Network Operation & Support Specialist

Job Overview

• Respond to customer inquiries regarding service orders, technical issues, outages, and general service information.
• Provide first-level technical support for internet, phone, broadband, cable, and related communication services.
• Troubleshoot network connectivity, equipment, and service-related issues; escalate complex problems to appropriate support teams.
• Monitor network alarms and respond according to established procedures.
• Assist with service provisioning, activation, and troubleshooting.
• Schedule and coordinate technician appointments, dispatches, and service calls.
• Maintain accurate records of customer interactions, technical issues, resolutions, service activity, and follow-up.
• Communicate professionally with customers regarding service status, troubleshooting steps, and updates.
• Recommend products and services that align with customer needs.
• Participate in ongoing technical training and professional development.
• Perform additional duties as assigned.

• High School Diploma or equivalent required; Associate degree or technical certification preferred.
• Minimum of 2 years of experience in technical support, telecommunications, networking, IT help desk, or a related field.
• Working knowledge of internet technologies, networking fundamentals, routers and switches, broadband services, cable/digital technologies, and technical troubleshooting.
• Proficiency with Microsoft Office and experience with ticketing or support systems preferred.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical customers.
• Strong problem-solving, organizational, multitasking, and prioritization skills.
• Ability to work independently and effectively as part of a team in a fast-paced environment.
• Valid driver's license required.

• Telecommunications or ISP industry experience.
• Customer service experience in a technical environment.
• Experience with dispatching, scheduling, ticketing systems, or support software.