Description:
Position Summary
The Network Operations Technician – Voice & Broadband is a technical role responsible for supporting, troubleshooting, maintaining, and documenting broadband, voice, and network infrastructure. This position reports to the Network Supervisor.
This role assists with customer-impacting issues involving internet, voice, transport, routing, switching, wireless, virtualization, and related service-provider systems. The position also supports approved network changes, maintenance windows, documentation, outage response, and carrier voice support, including Ribbon/GENBAND C15 translations and related telephony services.
What Is Expected
The employee in this role is expected to operate as a capable technical resource within the network operations group. They should be able to investigate trouble tickets, assist with root-cause identification, perform approved corrective actions, and communicate clearly with internal staff, vendors, field technicians, and leadership.
This position requires sound technical judgment, accurate documentation, and the ability to work in a live service-provider environment where changes may impact customers. The employee should understand when to resolve an issue directly, when to escalate, and when a change requires supervisor approval or scheduled maintenance.
The role requires working knowledge and practical proficiency in broadband networking, voice services, routing/switching, virtualization, wireless management platforms, and carrier telephony systems.
Essential Duties and Responsibilities
Network Operations and Broadband Support
- Monitor, troubleshoot, and support broadband, transport, and IP network services.
- Assist with residential, business, and internal network trouble tickets.
- Troubleshoot customer-impacting internet issues involving routing, switching, VLANs, DHCP, DNS, NAT, firewall rules, wireless access, transport paths, and CPE connectivity.
- Assist with outage response, service degradations, routing issues, equipment failures, and other service-impacting events.
- Perform approved network configuration changes on routers, switches, wireless controllers, access points, and related network equipment.
- Support and troubleshoot MikroTik routers and switches, including interface configuration, routing, firewall rules, VLANs, monitoring, backups, and service restoration.
- Assist with BGP, OSPF, static routing, VLAN tagging, LAGs, interface errors, MTU issues, and general service-provider routing/switching concerns.
- Support wireless broadband and customer-access infrastructure using platforms such as UniFi and UNMS/UISP.
- Review alarms, logs, graphs, and monitoring tools to identify service issues and performance trends.
- Work with field technicians to isolate issues between customer equipment, access equipment, transport, core routing, and upstream providers.
- Assist with scheduled maintenance windows, emergency changes, and post-maintenance validation.
- Document troubleshooting steps, customer-impacting events, configuration changes, and permanent resolutions.
- Maintain accurate network notes, diagrams, device records, port assignments, IP records, and escalation history.
- Coordinate with vendors, upstream providers, and internal teams during technical issues or service-impacting events.
- Assist with lifecycle maintenance of network equipment, including firmware/software updates, backups, replacements, and configuration cleanup.
- Support virtualized network and server systems in VMware vSphere where applicable.
Telephony and Voice Services
- Support carrier voice services, including Class 5 voice switching, SIP/TDM services, trunking, translations, and customer voice trouble tickets.
- Perform approved Ribbon/GENBAND C15 edits, translations, routing changes, and related switch maintenance.
- Troubleshoot voice service issues involving call completion, inbound/outbound routing, dial plans, translations, trunks, customer features, voicemail handoff, and carrier interconnection.
- Assist with number activation, porting support, feature changes, disconnects, and service modifications as needed.
- Investigate customer phone issues, including no dial tone, failed inbound/outbound calls, incorrect routing, feature failures, registration issues, and intermittent call problems.
- Review switch alarms, call-routing behavior, trunk status, and related logs to assist with voice service troubleshooting.
- Support SIP, PRI, TDM, SS7-related handoffs, E911-related routing awareness, and other voice network components as applicable.
- Work with vendors, carriers, and internal staff to resolve voice outages, routing problems, and translation errors.
- Document all voice changes, switch edits, translation updates, and customer-impacting voice repairs.
- Participate in maintenance windows involving voice switch work, trunk changes, routing updates, and service validation.
- Maintain working knowledge of legacy Nortel/Ribbon/GENBAND voice environments and how they interact with modern IP-based services.
Systems, Tools, and Documentation
- Use monitoring, ticketing, and management systems to track alarms, outages, customer issues, and maintenance activity.
- Maintain accurate ticket notes, including symptoms, troubleshooting performed, root cause, resolution, and follow-up needs.
- Assist with VMware vSphere-hosted systems related to network operations, monitoring, voice, or service-provider infrastructure.
- Support UniFi and UNMS/UISP environments used for wireless, access, customer premise, or network monitoring functions.
- Maintain configuration backups and documentation for assigned systems.
- Assist with process improvements, troubleshooting guides, escalation procedures, and internal knowledge base documentation.
- Communicate clearly with customer service, field technicians, network leadership, vendors, and other departments during active issues.
Requirements:
Required Education and Experience
- Bachelor’s degree in Information Technology, Computer Science, Network Engineering, Telecommunications, or a related technical field required.
- 2–4+ years of experience in ISP, broadband, telecom, NOC, network operations, voice/network support, or a related technical environment required.
- Hands-on experience supporting production networks required.
- Experience troubleshooting customer-impacting internet, voice, routing, switching, or transport issues required.
- Experience performing approved technical changes in a service-provider, telecom, or broadband environment preferred.
Required Knowledge, Skills, and Abilities
- Understanding of ISP/broadband network operations.
- Proficiency with MikroTik routers and switches or equivalent.
- Proficiency with Ribbon/GENBAND C15 voice switch translations and related telephony support.
- Working knowledge of VMware vSphere.
- Working knowledge of UniFi wireless/network management.
- Working knowledge of UNMS/UISP.
- Understanding of routing and switching concepts, including VLANs, trunks, LAGs, static routes, OSPF, BGP, NAT, DHCP, DNS, and firewall basics.
- Understanding of broadband access networks, customer premise equipment, transport paths, and upstream provider handoffs.
- Understanding of voice services, including Class 5 switching, SIP, TDM, trunking, translations, dial plans, call routing, and customer voice features.
