Network Assurance Technician

WOW! Internet, Cable & Phone • Columbus, OH

12d • Onsite

About The Position

The Network Assurance Center (NAC) Technician is responsible for maintaining the stability and performance of the WOW! network. This role operates as a key escalation point within the Network Operations Center to independently investigate and resolve complex network issues detected through enterprise monitoring systems or escalated from internal support teams. This role performs in-depth analysis, executes troubleshooting procedures, and coordinates resolution efforts as needed utilizing advanced network management tools and monitoring platforms.

Requirements

• Associate degree in Information Technology, Networking, Telecommunications, or related field; or equivalent combination of education and experience is preferred. High school diploma is required.
• 1-3 years of experience in a Network Operations Center or similar technical operations environment.
• Prior Tier 1 or equivalent experience with demonstrated progression in technical troubleshooting and incident management responsibilities.
• Strong understanding of IP, RF, and Optical networks; experience with L2/L3 protocols (e.g., TCP/IP, BGP, OSPF); familiarity with DOCSIS, CMTS, SNMP, and monitoring tools (e.g., SolarWinds, Netcool, Wireshark).
• Proven ability to analyze system alerts, isolate root causes, and resolve complex issues independently during overnight hours.
• Clear and professional verbal/written communication; skilled in documenting incidents and coordinating with cross-functional team

Nice To Haves

• CompTIA Network+, Cisco CCNA, ITIL Foundation certifications are preferred.

Responsibilities

• Monitor and assess network health across a complex infrastructure that includes RF, IP, and Optical technologies supporting Video, Voice, and High-Speed Data (HSD) services for residential and commercial customers.
• Execute advanced troubleshooting procedures to isolate faults and determine the most effective path to service restoration across diverse platforms and technologies.
• Manage and lead resolution of network-impacting events, ensuring timely communication, accurate documentation, and appropriate escalation per standard operating procedures.
• Process and resolve NOC trouble tickets in a timely manner, maintaining high-quality ticket documentation and driving incidents through to resolution.
• Contribute to knowledge management by updating existing process documentation and assisting in the development of new procedures that enhance operational efficiency.
• Collaborate with cross-functional teams and provide clear handoffs between shifts to maintain continuity of operations.
• Other duties as assigned

Benefits

• Competitive Compensation- depending on experience
• Annual merit increases
• Medical, dental, and vision insurance
• 401k with a company match
• Paid time off
• Paid holidays
• Tuition reimbursement
• Significant discounts on broadband packages for employees residing in our service areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree