Job Description
Job Description
Work Schedule: Hybrid (Tuesday to Thursday onsite, Monday and Friday remote)
Job Summary:
This is an entry-level Tier I position supporting the Network Operations team. The technician will monitor and maintain network assets, provide rapid incident resolution, and support frontline teams in the field and strategic programs.
Key Responsibilities:
- Monitor network activities and open trouble tickets for identified issues.
- Perform initial triage and some break/fix actions to resolve network incidents efficiently.
- Respond to inbound customer inquiries and document incidents via a ticketing system.
- Ensure adherence to service level agreements (SLAs).
- Execute duties in line with established procedures and job aides.
- Coordinate communication between internal teams, vendors, customers, and third-party partners.
- Provide input on improving NOC tools, applications, and processes.
- Open Notice to Airmen (NOTAM) tickets for outages affecting lighted towers.
- Escalate unresolved outages or impairments in a timely manner.
Qualifications:
- Associate technical degree or equivalent work experience required; Bachelor’s degree preferred.
- 1–3 years of customer service experience preferred.
- Experience in a centralized repair, troubleshooting, and testing environment is required.
- Strong verbal and written communication skills.
- Ability to work effectively with cross-functional teams and all levels of the organization.
- Excellent organizational skills and ability to multitask in a fast-paced environment.