Network Operations Specialist

Network Operations Specialist 

Wednesday-Sunday - 9:15 pm to 7:15am (Night Shift)

Role Purpose:

Under general supervision, uses monitoring methods and performance measurements to ensure and report on the integrity of network availability and network performance.  Coordinates with the appropriate entities during maintenance and restoration actions/activities.  Maintains the network software for customers wireline and broadband including, installs, removes, adds, moves, and changes. Maintains other database records as required.  Performs provisioning, testing and troubleshooting as required.

Essential Duties/Responsibilities:

• Utilizes Network Operations standard operating, escalation, and notification procedures.
• Answers and responds to customer calls regarding service orders, trouble tickets, and general service information, and provides assistance in troubleshooting to customers and other internal departments on telephone and broadband services.
• Provides detailed technical assistance to internal and external customers as needed.
• Coordinates repairs with customers and arranges for the dispatch of technicians as required.
• Maintains a close working relationship with the other departments to minimize impact to customers during planned and unplanned service disruptions.
• Provision, Turn Up, Test, and Troubleshooting of Customer Facilities/Services including (Modems, ONTS, RGs, Routers, and Access Points)
• Performs software changes and records updates related to cable and equipment cutovers in conjunction with other SRT staff or contractors.
• Generates Service Orders and Trouble Tickets to provision or dispatch technician as needed to restore service.
• Ensures the integrity of network availability through 24-hour real-time monitoring of all network elements, and other associated alarm reporting equipment by isolating network faults and notifying the appropriate internal and/or external entities.
• Monitors network alarms and clears trouble according to designated procedures.
• Exceeds customer expectations by proactively notifying customers of conditions that may potentially affect service before the customer is aware of a problem.
• Isolates network faults and notifies the appropriate internal and/or external entities. 

• Coordinates restoration activities during major service disruptions including notification of dispatch, field and management personnel.
• Coordinates work activities with appropriate personnel during maintenance actions/activities, including technical services, engineering, provisioning and IS.
• Utilizes Operational System Support (OSS) logs and other associated system performance tools to ensure superior levels of service and comply with SLAs (service level agreements).
• Assembles data used in the production of periodic reports of service exceptions, general health, and network performance.
• Assists in implementing and supporting new technologies and applications as needed to meet business initiatives.
• Participates in ongoing training to keep abreast of technical developments and the skills and knowledge needed to perform the job.
• Duties, responsibilities, and activities may change, or new duties may be assigned at any time with or without notice.

Required Skills/Abilities:

• Work requires excellent oral and written communications skills to provide technical support to others, share information with co-workers, and to communicate through written technical updates internally.
• Possess the ability to understand and maintain a strong knowledge in voice and data networking architectures and personal computers.
• The work requires technical aptitude and analytical skills to understand the network and interpret the impact or consequences of faults and failures.
• Work requires good problem-solving skills, ability to manage several projects simultaneously, and perform work while dealing with interruptions.
• Work requires the ability to work varied shifts as this position requires 24-hour coverage.

Education and Experience:

• High School Diploma required.
• College education with concentration in mathematics, computer science, information technology, and/or telecommunications preferred.

• Certifications of Net+ and A+ or higher are preferred or actively working towards completion within two (2) years of acquiring this position.
• One- or two-years telecommunications or data networking industry experience would be beneficial.
• A minimum of 2 years of on-the-job training would be needed to gain knowledge of SRT’s network, technologies, policies, and procedures.
• Completion of required training on Mikrotik and Wireshark.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Possible eye strain due to work using computer terminals.
• Must be able to lift twenty (20) pounds at one time.

SRT offers competitive salary and exceptional benefits, including a comprehensive suite of health/vision/dental, 401K and retirement, and generous paid time off. Enjoy a variety of perks and discounts in a supportive atmosphere that encourages professional enrichment and work/life balance. Take the most rewarding step in your career; apply with SRT today!