[Hiring] Network Operations Specialist @Point Broadband

Role Description

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
• Proactively addressing potential issues to maintain operational excellence
• Delivering superior customer experiences

Essential duties and responsibilities include but are not limited to:

• 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.
• 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

• 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.

Requirements

• 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.
• 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

• 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*