Network Operation Center Technician Level 2

Strata Networks•Saratoga Springs, UT

3d•$28•Onsite

About The Position

Avative Fiber (majority-owned subsidiary of Strata Networks) is a fast-growing local Internet Service Provider delivering premier fiber internet to residents and businesses in Saratoga Springs. We are seeking a motivated and experienced customer support & technical specialist to join our tight-knit, high-performing team. This individual will serve as a key member of our in-house call center, providing exceptional customer service, technical troubleshooting, and operational support across multiple teams. The ideal candidate is a quick learner, independent, detail-oriented, and capable of managing multiple priorities in a fast-paced environment. This person must be an excellent communicator with strong technical aptitude, experience in call center or ISP support environments, and a commitment to delivering outstanding customer experience.

Requirements

Prior call center experience and technical support experience.
Strong understanding of basic networking fundamentals (WAN vs LAN, router setup, fiber ONT basics, connectivity troubleshooting, etc.).
Excellent communication and customer service skills.
Strong problem-solving abilities with a resourceful, self-driven approach to task completion.
Ability to multitask, manage time effectively, and work independently with minimal supervision.
Proficiency in Microsoft Office and general computer applications.
Ability to work collaboratively within a team-oriented environment.
High school diploma or equivalent.
Must pass a background check and drug screen.
Must have reliable transportation.

Nice To Haves

Bilingual Spanish speaker.
Certified (CCNA), Associates or working towards CS/IT/IS Degree.

Responsibilities

Handle incoming and outgoing communications, including phone calls, text messages, emails, and live chat.
Support customers with billing inquiries, account changes, and sales-related questions.
Perform Tier 1 and Tier 2 fiber internet technical troubleshooting, including router configuration, connectivity diagnostics, and basic network support.
Build sustainable relationships and trust with customers through professional, clear, and patient communication.
Create, update, and maintain customer tickets with accurate documentation.
Assist the Operations team with customer outreach, scheduling, expansion project coordination, and ongoing upgrade initiatives.
Collaborate closely with Technical Operations, Customer Operations, the Technical Engineer, Project Manager, Construction teams, and Field Technicians.
Support the seamless flow of customer information between teams to ensure timely resolution of issues.
Maintain professionalism when handling difficult or escalated customer interactions.
Contribute positively to a small, growing team environment with flexibility and adaptability.