Network Operations Specialist

One Source Communications LLC•Greenville, NC

13h

About The Position

The Network Operations Specialist is the first line of the One Source Network Operations Center (NOC). The role monitors client connectivity and network infrastructure, triages and resolves first-line incidents, engages carriers regarding service impairments, and maintains accurate incident records. The Specialist works to restore service promptly and communicate clearly with client IT Admins and location operators, managing the carrier-facing side of outages for which One Source is responsible. The NOC's scope is connectivity and infrastructure monitoring, management, and maintenance. Potentially in-scope equipment includes circuits, routers, firewalls, switches, wireless access points, and voice transport. Workstations, servers, POS stations, and other devices that produce or consume network traffic for their own applications are out of scope, although the Specialist may investigate them when they cause a network problem, resolve the network condition, and hand the device back to its owner. Endpoint and end-user support, invoicing, and agreement management are handled by other departments. Requests to change managed equipment must be escalated because technical authority rests with the client's parent corporation. The role is in the Network Operations Center, reports to NOC leadership, and works rotating shifts that include evenings, weekends, holidays, and after-hours on-call. Certification expectations are time-bound from the hire date, and equivalent combinations of education, certifications, training, and relevant experience are considered. One Source supports certification preparation and exam costs.

Requirements

High school diploma or equivalent required.
Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, switching and routing concepts, and LAN/WAN behavior.
Ability to read and interpret circuit documentation, orders and work orders, invoices, and provider trouble reports, and to write clear incident notes and client-facing updates.
Ability to define problems, collect data, establish facts, and draw valid conclusions from alerts and diagnostic output; ability to interpret extensive written and verbal instructions and handle several concrete variables.
Comfort calculating figures and amounts such as discounts, interest, commissions, and percentages, and applying basic algebra concepts.
Basic understanding of how carrier services interact with client premises equipment (CPE) and the One Source network to support accurate diagnosis and engagement of appropriate resources.
Familiarity with command-line basics such as ping, traceroute, nslookup/dig, and show commands, and willingness to develop packet-level thinking.
Customer-focused communication skills, including the ability to explain technical status calmly and courteously to non-technical operators.
Ability to manage multiple open incidents, prioritize under time pressure, and document work as it progresses.
Working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
One to two years of related technical support, telecommunications, ISP, or NOC experience is preferred; training and/or an equivalent combination of education and experience will be considered.
Foundational certifications expected within six months of hire: CompTIA Network+ or CCST, and Meraki Certified Network Operations (CMNO), the free online Meraki fundamentals course available through the Cisco partner portal.
Cisco CCNA expected within 18 months of hire.

Nice To Haves

Associate's or bachelor's degree in Information Technology, Networking, Computer Science, or a related field.
Prior certification; certification is a plus but is not required at application.
Knowledge of ticketing and database software.
Cisco Meraki Solutions Specialist (ECMS), when partner training seats are available.
CWNA (Certified Wireless Network Administrator).
CompTIA Security+ as a security baseline.

Responsibilities

Monitor client network environments and alerting platforms; acknowledge, triage, and prioritize incidents according to severity definitions and response targets.
Diagnose first-line connectivity impairments affecting circuits, routers, firewalls, switches, wireless access points, and voice transport, and resolve issues using documented runbooks where possible.
Open, manage, and pursue carrier and vendor cases for circuit and service impairments; use the appropriate escalation channels for carriers in the One Source portfolio and build relationships in those channels to expedite resolution.
Proactively manage repeat and chronic trouble reports through final resolution and customer satisfaction; pursue service alternate-routing and redesign opportunities with management engagement to reduce customer impact.
Communicate with clients throughout resolution, provide status updates on issues not resolved in one contact, and offer temporary workarounds where possible.
Recognize the limits of first-line scope and escalate to the Analyst tier with complete diagnostic notes.
Use and maintain internal ticketing, monitoring, and infrastructure-record systems, documenting repair history, dispositions, and device records accurately and promptly.
Support circuit turn-up activities by verifying new circuits against acceptance criteria, confirming failover behavior, and recording results under direction.
Develop working knowledge of One Source services, including MPLS, Ethernet/DIA, LTE/5G failover, VPN, SIP trunking and VoIP, Dedicated Long Distance, PRI, and Cloud connectivity; stay current on telecommunications technology and provider maintenance procedures.
Communicate professionally with client IT Admins and non-technical location and franchisee operators, using approved redirect language for out-of-scope requests.
Assist in training new associates when designated by management and follow internal escalation processes, including notifying management and relevant associates about critical client issues.
Work after-hours on-call as necessary to serve clients.
Manage work time responsibly and comply with One Source information security policies and standards; do not access data or systems without authorization.