Network Operations Center - Network Operations Center, Operator

Key Responsibilities Include:

• Monitor Systems: Continuously oversee the performance and stability of Land Mobile Radio communication networks using specialized monitoring tools to detect and escalate anomalies promptly.​
• Incident Management: Log and document all incidents, detailing defects and resolutions to maintain an updated knowledge base and facilitate continuous improvement.​
• Customer Support: Serve as the initial contact for clients reporting network issues, providing timely and effective communication to ensure customer satisfaction.​
• Report Generation: Prepare routine reports on incident tracking, outages, and maintenance activities to inform management and clients.​
• Collaboration: Work closely with other operators, internal stakeholders, customers, and third-party vendors to ensure smooth operation of customers’ communication systems.
• Troubleshoot Issues: Identify and resolve basic problems following standard operating procedures (SOPs). Collaborate with field technicians and escalate complex issues to higher-level support when necessary.​

Qualifications:

Required

• Customer Communication: Excellent verbal and written communication skills, with the ability to provide clear, professional, and responsive support to customers.
• Customer Service: Demonstrated ability to handle customer inquiries, build positive relationships, set appropriate expectations, and maintain a high level of service throughout an incident.
• Internal Collaboration: Ability to work effectively with service-center personnel, field technicians, vendors, and other internal stakeholders to coordinate service activities and resolve issues.
• Documentation and Attention to Detail: Strong organizational skills and the ability to document incidents, actions, and resolutions accurately and consistently.
• Ownership and Follow-Through: Proactive and dependable, with the ability to take ownership of issues, and follow through to resolution.
• Judgment Under Pressure: Ability to prioritize effectively, exercise sound judgment, and remain composed in time-sensitive situations.
• Learning Agility: Eagerness to learn new systems, technologies, processes, and industry concepts, and to apply feedback to improve performance.

Preferred

• Prior Experience: 3–4 years of experience in network operations, technical support, dispatch, customer service, a call center, or a similar fast-paced support environment is preferred.
• Technical Experience: Familiarity with network monitoring, technical support, troubleshooting, or communication systems, including radio equipment, system infrastructure, and VHF/UHF technologies, is a plus.
• Industry Experience: Experience in Land Mobile Radio (LMR), public safety communications, telecommunications, utilities, or a related industry is a plus.

Availability:

Standard working hours are 8:00 AM to 5:00 PM, Monday through Friday. However, candidates must be willing to cover additional shifts, including nights, weekends, and holidays, to ensure 24/7 network support, especially in cases where other operators are unavailable.​

What we Can Offer You

• Competitive salary with growth potential.
• Health, dental, and vision insurance.
• Paid Parental Leave
• 401k with up to 3% match.
• Paid holidays, vacation, and sick days.
• Ongoing technical training.
• Advancement opportunities.
• Safe, clean, and friendly work environment.