Network Operations Specialist

Network Operations Specialist
Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, MI, OH, TN, TX, and VA)    #LI-remote

Point Broadband is committed to delivering fast, reliable internet services to rural communities and small towns. We are seeking a skilled NOC Specialist to monitor, troubleshoot, and optimize our network operations. In this role, you will play a crucial part in maintaining top-tier network performance and reliability, ensuring our customers enjoy uninterrupted service, and an exceptional experience.

Summary

This position is responsible for monitoring the Company’s network and addressing any network outages or issues that arise. Ensures fix agents are engaged quickly to investigate and repair issues. Interacts with other departments regularly to be sure that services are restored quickly, and customers have consistent service. Communicates regularly to Operations and stakeholders on outage situations.

Duties & Responsibilities:

 Essential duties and responsibilities include but are not limited to those listed below:

• Fully complies with all Point Broadband and Network Operations Center department policies and guidelines, including but not limited to the Point Broadband Value System and NOC Core Values.
• Monitors alarm aggregation systems, operational dashboards, and alarm emails.
• Responds to any alarms presented, troubleshoots and gathers information. Creates tickets to track all outages and follows the Incident Management Process.
• Escalates any outages to the correct fix agent once the issue has been identified.
• Monitors systems for compliance with backup and Disaster Recovery policies.
• Gathers and curates relevant information from other departments with the goal of streamlining outage resolution.
• Performs regular system maintenance to network elements and systems at the direction of NOC leadership or Engineering Leadership.
• Maintains detailed records of network health and operations.
• Assists in coordination of network upgrades and maintenance.
• Analyzes all new network systems and equipment for operational impact.
• Assists field technicians with on-premises setup and troubleshooting.
• Assists in the creation and maintenance of department documentation and SOPs.
• Researches and updates core and market documentation, as needed. Assists in creating new documentation for new markets, cabinets, or circuits.
• Assists with removing decommissioned equipment and sites from monitoring and records.
• Answers calls from field techs and carriers to assist with investigations or to update data.
• Engages with any non-network related issues that have been escalated to the NOC through Service Request Tickets.
• Performs server maintenance including system patches and reboots per department policies.
• Maintains a high degree of knowledge of the carrier and enterprise network through continued learning and exploration of skills.
• Participates in cross-training opportunities on a regular basis and at the direction of leadership.
• Performs other tasks as may be required to assist Point Broadband in carrying out its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to Point Broadband customers is threatened, or restoration of service is required.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience

• High School diploma or equivalent required.
• Associate’s degree or higher in related field or IT Bootcamp certification is preferred. Two or more years of experience needed if no degree or certification.
• Experience with fiber-to-the-premise and fixed-wireless networks is a plus.
• Experience with enterprise networks including systems administration and networking is a plus.
• CCNA, Net , or any other networking-related certifications a plus.

Computer Skills

MS Office software, systems monitoring software, Internet, e-mail, database software, CLI experience, and web GUI or app controllers, as required.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Required to talk, hear, and communicate effectively.
• Regularly required to answer phones, be on bridge calls or Zoom/Teams meetings, and take detailed notes during an investigation.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus and to see colors.
• The employee generally works in an indoor office environment.
• Ability to work in a high-stress, high-demand environment is expected.
• Availability to work nights, weekends, and holidays is required. Overtime may be required.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*