Network Operations Center Technician

Job Overview

1. Provide technical support to customers and field technicians by phone, email, and chat.
2. Troubleshoot network connectivity, configuration, equipment, and service issues.
3. Provision and install services and assist with network-related issues.
4. Monitor network alarms and resolve or escalate problems according to established procedures.
5. Schedule and dispatch field technicians and coordinate customer repairs.
6. Communicate professionally with customers, provide status updates, and follow up on issues.
7. Document customer interactions, technical issues, troubleshooting, and resolutions.
8. Assess customer needs and explain appropriate products and services.
9. Maintain current knowledge of relevant technologies, tools, and procedures.
10. Perform other duties as assigned.

1. High school diploma or equivalent; technical certification or related associate degree preferred.
2. Two or more years of technical support experience, preferably in telecommunications, broadband, or internet services.
3. Working knowledge of internet technologies, networking, cabling, digital technology, routers, switches, and troubleshooting.
4. Familiarity with diagnostic tools, Microsoft Office, and technical support systems.
5. Strong verbal and written communication skills, including the ability to explain technical information to non-technical customers.
6. Strong analytical, problem-solving, organizational, and time-management skills.
7. Ability to prioritize multiple issues, work under pressure, maintain confidentiality, and respond to emergency maintenance situations.
8. Demonstrated commitment to professional and effective customer service.
9. Ability to work independently and collaboratively.
10. Valid driver's license.

1. Ability to distinguish colors and communicate effectively with customers and coworkers.
2. Ability to stand and walk at job sites and work in tight or awkward spaces.
3. Ability to operate test equipment and hand/power tools.
4. Ability to frequently handle equipment weighing up to 30 pounds and periodically maneuver equipment weighing approximately 50–100 pounds.