Role: Network Operations Specialist - Telecom
Location: Portland, OR (Hybrid, 1 day onsite/week)
Position Type: Contract to Hire
Hourly Rate: $35-44/hr.
Position Summary
The Network Operations Specialist is responsible for monitoring, maintaining, troubleshooting, and supporting customer and core network services, with a primary emphasis on voice and unified communications services.
The ideal candidate will have experience supporting VoIP, SIP, UCaaS, hosted PBX, call routing, and phone system configurations, while possessing a foundational understanding of IP networking and service provider environments. This role serves as a key technical resource during service-impacting events and works closely with customers, field technicians, network engineers, and third-party providers to restore and maintain services.
Essential Duties and Responsibilities
Network Operations
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Monitor and maintain customer and core network services as a member of the Network Operations Center (NOC).
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Troubleshoot and repair service issues involving voice, Ethernet, IP, routing, switching, wireless, and security services.
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Monitor Network Management Systems (NMS) and respond to network alarms, outages, and performance issues.
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Coordinate restoration activities with internal teams, customers, contractors, and third-party service providers.
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Provision, modify, and disconnect customer services as assigned.
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Schedule, document, and implement maintenance activities.
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Utilize network tools and testing platforms to diagnose service issues and validate solutions.
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Document troubleshooting efforts, resolutions, and customer communications within ticketing systems.
Voice & Unified Communications Support
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Troubleshoot and support VoIP, SIP, UCaaS, and hosted PBX services.
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Configure and support phones, voicemail, auto attendants, hunt groups, call routing, extensions, and user profiles.
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Diagnose voice-quality issues including latency, jitter, packet loss, registration failures, and call routing concerns.
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Assist customers with voice service changes, activations, and troubleshooting.
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Analyze voice service issues across IP networks and coordinate resolution activities.
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Support customer-facing communications during service interruptions and restoration efforts.
Incident Management
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Respond professionally and proactively to customer-reported service issues.
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Provide customer notifications and updates during outages and service-impacting events.
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Lead or assist in troubleshooting and restoration activities during network incidents.
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Participate in Root Cause Analysis (RCA), Reason for Outage (RFO), and Service Level Agreement (SLA) reporting activities.
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Participate in an on-call rotation and after-hours maintenance activities as required.
Process Improvement
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Identify recurring service issues and recommend operational improvements.
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Develop and document procedures, best practices, and troubleshooting guides.
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Collaborate with cross-functional teams to improve service delivery and customer experience.
Qualifications
Required
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Working knowledge of VoIP, SIP, UCaaS, hosted PBX, or telecommunications services.
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Understanding of basic call routing, voicemail systems, phone configurations, and voice service troubleshooting.
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Knowledge of Ethernet and IP networking fundamentals.
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Strong troubleshooting and problem-solving skills.
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Excellent verbal and written communication skills.
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Ability to prioritize multiple tasks and work effectively in a fast-paced environment.
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Strong customer service orientation and follow-through.
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Proven ability to work independently and collaboratively within a team environment.
Preferred
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Experience supporting voice services across IP networks.
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Understanding of routing and switching technologies.
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Familiarity with MPLS, VPLS, Carrier Ethernet, or service-provider environments.
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Understanding of Quality of Service (QoS) and its impact on voice services.
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Familiarity with DNS, IPv4, and IPv6 networking concepts.
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Experience working in a 24x7 Network Operations Center (NOC) environment.
Education
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Associate's degree or Bachelor's degree in Telecommunications, Networking, Information Technology, or a related field, or equivalent combination of education and experience.
Preferred Certifications
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Nokia NRS I
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CompTIA Network+
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CCNA
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Telecommunications, UCaaS, or VoIP-related certifications
Experience
Required
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Two or more years of experience supporting voice, telecommunications, network operations, technical support, or a related technical field.
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Experience troubleshooting customer service issues in a technical support environment.
Preferred
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Experience supporting VoIP, SIP, UCaaS, or hosted PBX solutions.
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Experience working in a mission-critical 24x7 operational environment.
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Experience within a telecommunications, service provider, managed services, or technology services organization.
Skills & Abilities
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Understanding of voice and network service delivery concepts.
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Excellent analytical and troubleshooting abilities.
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Strong organizational and time-management skills.
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Ability to learn new technologies and adapt to changing environments.
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Effective communication skills with both technical and non-technical audiences.
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Ability to perform under pressure and meet service-level expectations.
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Proficiency with network monitoring, ticketing, and diagnostic tools.
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Commitment to delivering an exceptional customer experience.
Work Environment
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Remote position with occasional travel to offices, meetings, or operational activities as required.
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Home office workspace and reliable internet connectivity required.
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Participation in an on-call rotation and occasional after-hours maintenance activities is required.
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Ability to support operational coverage schedules and assist during extended outages, major incidents, or maintenance events.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
