Network Operations Specialist III

Network Operations Specialist III | Ripple Fiber

We are looking for a Network Operations Specialist III to join our growing team.

About Ripple Fiber 

At Ripple Fiber, we deliver more than high-speed internet. We're creating a ripple effect by producing opportunities and brighter futures for the residents of the communities we serve. Join America's most innovative, industry-leading fiber internet company, and help shape the future. 

We believe the biggest wave starts as a ripple. 

About our culture 

We are a dynamic, fast-growing, and innovative company driven by ambitious self-starters with entrepreneurial mindsets. Our fast-paced environment fosters creativity, collaboration, and initiative. We are people-centric, placing strong emphasis on employee experience, career growth, and professional development. 

About the role

As a Network Operations Specialist II at Ripple Fiber, you will play a vital role in ensuring seamless network operations for our telecommunications ISP services. You will be responsible for handling Tier 3 tickets, assisting Field Technicians with router provisioning, supporting VoIP customers, escalating issues to the Maintenance team, and conducting root cause analysis to identify and resolve recurring incidents. This role requires a strong understanding of networking protocols, customer service skills, and experience with ticketing systems.

Responsibilities:

• Ticket Support: Manage and resolve tickets for customers and Field Technicians, ensuring timely follow-ups and issue resolutions.
• Field Technician Assistance: Assist Field Technicians with router provisioning and troubleshooting.
• VoIP Support: Provide support to VoIP customers, resolving connectivity and configuration issues.
• Escalation & Coordination: Escalate complex issues to the Maintenance team and coordinate follow-ups to ensure customer satisfaction.
• Incident Analysis: Identify recurring incidents, perform root cause analysis, and collaborate with the team for effective remediation.
• Network Monitoring: Monitor network performance, identify anomalies, and take proactive measures to minimize downtime.
• Documentation & Reporting: Maintain accurate documentation of incidents, resolutions, and network changes within the ticketing system.

Qualifications:

• Minimum 2 years of customer service experience in a technical support environment.
• Associate's degree in Networking, Information Technology, or related field, or equivalent work experience.
• Previous experience working with an Internet Service Provider (ISP).
• Familiarity with network management tools such as ACS and Nokia AMS.
• Experience using HALO ticketing system.
• Spanish speaking a plus.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both verbal and written.

Technical Skills Required

• 3 to 4 years of networking experience with a strong understanding of protocols such as DNS, DHCP, and TCP/IP.
• Proficiency in LAN and WLAN configurations and troubleshooting.
• Understanding of VoIP networks and associated configurations.
• Familiarity with ticketing systems and incident management processes.

We offer competitive pay, comprehensive health benefits, 401(k) with company match, and a supportive work environment where innovation and teamwork thrive. If you're passionate about making a difference and being part of a community-focused company, Ripple Fiber is the place for you. 

Ripple Fiber is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Ripple Fiber is committed to providing veteran employment opportunities to our service men and women.