Network Operations Center Technician Apprentice

Citadel•Tamuning, GU

About The Position

This position performs skilled technical work in an operational environment monitoring applications, services, systems, and networks. The role requires flexibility in a dynamic, fast-paced environment with changing priorities. The employee monitors network and service health, responds to alerts and trouble tickets, supports outage detection and restoration, coordinates maintenance and technical troubleshooting, and communicates with internal and external customers. The position also supports network break/fix functions and projects involving KPI data and trend analysis. It supports 24/7/365 operations through rotating shifts, including day, swing, and midnight shifts, weekends, and holidays. Mandatory overtime may be required during peak periods, based on company needs, or during a natural disaster or emergency. Work is primarily performed in a climate-controlled office or Network Operations Center. The position primarily involves sedentary work, including prolonged sitting, frequent computer and multiple-monitor use, repetitive typing and data entry, and reading technical information on screens. Occasional movement around the office may be needed for meetings or operational support.

Requirements

High school diploma or equivalent.
Ability to support IT&E, its customers, and partners 24/7/365 and work a rotating shift schedule that may include days, swing shifts, midnight shifts, weekends, and holidays.
Ability to work mandatory overtime during peak periods, based on company needs, or during a natural disaster or emergency.
Knowledge of computer software programs, electronic theory, components, and testing procedures.
Knowledge of telecommunications, networking, and system administration.
Knowledge of network monitoring software and ticketing systems.
Skills in testing, turn-up, and/or support for one or more of Wi-Fi, mobile, networking, fixed line, or broadband communications.
Ability to prepare written reports and statistics and perform basic analysis.
Ability to use personal computer hardware and Microsoft Office programs.
Strong problem-solving skills, decision-making ability with some latitude, and ability to organize and prioritize work according to established guidelines.
Excellent written and verbal communication skills; serve as the primary on-shift communicator for notification, escalation, and resolution.
Ability to read, interpret, and follow complex maps, diagrams, and schematics.
High level of technical and analytical skills.
Commitment, maturity, and attention to detail.
Ability to work independently with minimal supervision or as part of a team, and to make decisions in a rapidly changing and uncertain environment.
Ability to meet attendance and punctuality requirements, follow and enforce work safety rules, and maintain facility cleanliness.

Nice To Haves

Three years of progressive experience in telecommunications, network operations, or a related technical support field.
Two years of progressive experience in a related field is preferred for candidates with an associate degree or military service.
Training in data, voice, or video network technologies.
ITIL, CompTIA A+, Cisco CCNA, or Microsoft MCSE certification.

Responsibilities

Uphold IT&E's mission, policies and procedures, department objectives, and quality assurance and safety programs and standards.
Use monitoring tools to proactively identify problems with systems, applications, networks, and services.
Monitor alerts and notifications and drive response and resolution.
Perform restoration actions as necessary.
Respond to and resolve trouble tickets, documenting pertinent information in the ticketing system.
Detect outages, collect symptoms, communicate status, and notify or escalate as warranted.
Coordinate with technical departments to troubleshoot and restore equipment failures; notify and escalate as warranted.
Receive, coordinate, approve, and support maintenance activities.
Provide professional internal and external customer service via telephone, email, SMS, and team applications.
Proactively contact internal and external customers about service-affecting outages and coordinate with vendors as needed to resolve them.
Follow detailed instructions to perform advanced network break/fix functions.
Support advanced network-related projects, including gathering KPI data and creating graphs for trend analysis and service-issue identification.
Respond flexibly and with urgency to multiple work pressures.
Maintain and prepare reports, meet attendance and punctuality requirements, apply and enforce safety rules, and maintain facility cleanliness.
Work effectively with other employees and assist customers.
Perform other related duties or tasks as assigned or required.