Network Operations Specialist

Network Operations Specialist
Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, MD, MI, NY, OH, TN, TX, or VA) #LI-remote  

Summary:

This position is responsible for monitoring and maintaining Point Broadband's network infrastructure to ensure uninterrupted service for customers. This role includes real-time monitoring, troubleshooting, responding to incidents, collaborating with both internal and external teams, and proactively addressing potential issues to maintain operational excellence and deliver superior customer experiences.

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

• Adhere fully to all policies and guidelines of Point Broadband and the Network Operations Center, including the Point Broadband Value System and NOC Core Values.
• Utilize Network Management System (NMS) tools and alarm notifications to oversee the network infrastructure, including routers, switches, circuits, and backbone connections.
• Respond promptly to alerts and incidents to minimize downtime. Create tickets to track all outages while adhering to the Incident Management Process.
• Identify and troubleshoot network performance issues, outages, and possible security threats. Escalate any outages to the correct fix agent(s) once identified and escalate critical issues to NOC leadership, engineers, or relevant departments as needed.
• Perform initial diagnostics of network-related issues and coordinate resolutions with engineering teams, field technicians, and customer support.
• Provide technical support and coordination for network maintenance, upgrades, and migrations.
• Maintain detailed documentation of incidents, actions taken, and resolutions within the internal ticketing system (tell the full story of each issue and resolution).
• Analyze network traffic patterns and performance metrics to proactively identify potential issues or areas for improvement.
• Assist in configuring, testing, and deploying new network hardware and software solutions.
• Support routine maintenance activities such as firmware updates, hardware replacements, system patches, or server reboots per department policies.
• Work closely with field technicians to support on-premises troubleshooting efforts.
• Assist in creating and maintaining department documentation such as Standard Operating Procedures (SOPs) and market-specific guides.
• Research updates for core documentation related to new markets, cabinets, circuits, or decommissioned equipment.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to carry out each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

• High school diploma or equivalent required. Associate’s degree or higher in IT, Network Engineering, Telecommunications, or a related field preferred.
• CCNA, CompTIA Network+, JNCIA, or equivalent certifications preferred.
• 2+ years in network operations, IT support, or telecommunications.
• Hands-on experience with fiber-to-the-premise (FTTP), fixed wireless networks, and enterprise network environments is a plus.

Technical Skills:

• Proficiency in MS Office Suite, CLI-based troubleshooting tools, and network monitoring software.
• Experienced in incident management, using ticketing systems, and implementing service restoration processes.
• Knowledge of Layer 2/3 networking, BGP, OSPF, and SNMP-based monitoring tools.
• Familiar with network security best practices and effective troubleshooting methodologies.

Soft Skills:

• Strong problem-solving, analytical, and critical-thinking abilities.
• Excellent written and verbal communication abilities to effectively engage with both technical and non-technical teams.
• Capability to thrive in a fast-paced, high-stress environment while maintaining attention to detail.
• Willingness to work nights, weekends, holidays, and be on-call as needed.

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is:

• Required to talk, hear, and communicate effectively.
• Regularly required to answer phones, be on bridge calls or Zoom/Teams meetings, and take detailed notes during an investigation.
• Required to use hands to type, handle objects and paperwork.
• Required to reach and hold on to items at chest level or reach above the shoulder.
• Required to use close vision and be able to focus and to see colors.
• The employee generally works in an indoor office environment.
• Ability to work in a high-stress, high-demand environment is expected.
• Availability to work nights, weekends, and holidays is required. Overtime may be required.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*