Network Operations Specialist

3 weeks ago

New York, New York, United States Skywire Networks Full time

Skywire Networks is seeking a skilled Network Operations Technician to join their team in the Network Operations Center.

This role will involve daily proactive monitoring of voice, data, and fixed-wireless systems, as well as first-tier problem resolution for down nodes and/or services.

The ideal candidate will have a strong understanding of networking fundamentals, including hub, switch, router, wireless radio, and internet protocols.

Responsibilities will include:

  • Primary monitoring and escalation point for identification, troubleshooting, and resolution of events affecting customer production and internal network environments.
  • Respond to and remediate alerts as they are generated during your specified shift.
  • Provide notification to internal and external Customers during Severity 1 events.
  • Support customers with a variety of network, voice, and service-related issues in a fast-paced, independent, telephone-based service environment with an emphasis on quality.
  • Restore Customer services within a specified repair time frame based on our SLAs.
  • Investigate outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.
  • Update trouble tickets with clear and concise notes summarizing actions taken and next steps.
  • Escalate unresolved network issues to Engineering.
  • Support the escalation and communication of status to management and other internal stakeholders.
  • Work closely with network engineers, systems administrators, and software engineers regarding technology and hardware upgrades.
  • Create, update, and document system processes and tasks as required.

Requirements and Skills:

  • Positive attitude and strong work ethic conducive to working as part of a team.
  • Must possess a sense of urgency, be self-motivated, and be able to work in a fast-paced environment.
  • Attention to detail is critical.
  • Strong verbal and written communication skills, with a focus on customer service.
  • Analytical troubleshooting and problem-solving capabilities.
  • Understanding of the basics of networking fundamentals, types of networks, physical media used, internet protocols, and Layer2/3 switching and routing.
  • Experience supporting VoIP, inbound and outbound voice networks, analog, wiring, and circuit provisioning in a large enterprise environment.
  • Experience with network protocols including but not limited to DHCP, PPPoE, SIP, OSPF, MPLS, BGP.
  • Understanding of each layer of the OSI model.

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