Network Operations Specialist

SRT • Minot, ND

12d • Onsite

About The Position

Under general supervision, this role uses monitoring methods and performance measurements to ensure and report on the integrity of network availability and network performance. The specialist coordinates with appropriate entities during maintenance and restoration actions/activities. They maintain the network software for customers' wireline and broadband, including installations, removals, additions, moves, and changes. Additionally, they maintain other database records as required and perform provisioning, testing, and troubleshooting as needed.

Requirements

• 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.
• Ability to understand and maintain a strong knowledge in voice and data networking architectures and personal computers.
• Technical aptitude and analytical skills to understand the network and interpret the impact or consequences of faults and failures.
• Good problem-solving skills.
• Ability to manage several projects simultaneously.
• Ability to perform work while dealing with interruptions.
• Ability to work varied shifts as this position requires 24-hour coverage.
• High School Diploma required.
• 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.

Nice To Haves

• 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.

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 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.

Benefits

• Competitive salary
• Comprehensive suite of health/vision/dental
• 401K and retirement
• Generous paid time off
• Variety of perks and discounts
• Supportive atmosphere that encourages professional enrichment and work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED