Network Assurance Technician

WOW! is currently hiring a Network Assurance Technician!

For work from home positions, employees can sit in one of the following states:  AL, AZ, CO, FL, GA, IL, IN, MI, OH, SC, TN and TX.  Please only apply if you can live and work full-time in one of the states listed above; your application will not be considered or reviewed if you live outside of these states. State locations and specifics are subject to change as our hiring requirements shift.

The Network Assurance Center (NAC) Technician is responsible for maintaining the stability and performance of the WOW! network. This role operates as a key escalation point within the Network Operations Center to independently investigate and resolve complex network issues detected through enterprise monitoring systems or escalated from internal support teams.  This role performs in-depth analysis, executes troubleshooting procedures, and coordinates resolution efforts as needed utilizing advanced network management tools and monitoring platforms. 

Let us tell you about the perks!

• Be part of a company whose core values include respect, integrity, spirit of service, and accountability!

• Competitive Compensation- depending on experience

• Annual merit increases – recruiter will share more!

• We are currently offering a $3,000 restricted stock grant!

• Medical, dental, and vision insurance, and 401k with a company match

• Paid time off, paid holidays, and tuition reimbursement.

• Significant discounts on broadband packages for employees residing in our service areas.

What You'll be doing:

Include but are not limited to the following:

• Monitor and assess network health across a complex infrastructure that includes RF, IP, and Optical technologies supporting Video, Voice, and High-Speed Data (HSD) services for residential and commercial customers.

• Execute advanced troubleshooting procedures to isolate faults and determine the most effective path to service restoration across diverse platforms and technologies.

• Manage and lead resolution of network-impacting events, ensuring timely communication, accurate documentation, and appropriate escalation per standard operating procedures.

• Process and resolve NOC trouble tickets in a timely manner, maintaining high-quality ticket documentation and driving incidents through to resolution.

• Contribute to knowledge management by updating existing process documentation and assisting in the development of new procedures that enhance operational efficiency.

• Collaborate with cross-functional teams and provide clear handoffs between shifts to maintain continuity of operations.

• Other duties as assigned

What YOU need is:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Required Education and Experience

• Associate degree in Information Technology, Networking, Telecommunications, or related field; or equivalent combination of education and experience is preferred.  High school diploma is required.

• 1-3 years of experience in a Network Operations Center or similar technical operations environment.

• Prior Tier 1 or equivalent experience with demonstrated progression in technical troubleshooting and incident management responsibilities.

• Certifications (Preferred): CompTIA Network+, Cisco CCNA, ITIL Foundation. 

Skills and Abilities to be Successful in this Role

• Technical Skills: Strong understanding of IP, RF, and Optical networks; experience with L2/L3 protocols (e.g., TCP/IP, BGP, OSPF); familiarity with DOCSIS, CMTS, SNMP, and monitoring tools (e.g., SolarWinds, Netcool, Wireshark).

• Problem-Solving: Proven ability to analyze system alerts, isolate root causes, and resolve complex issues independently during overnight hours.

• Communication: Clear and professional verbal/written communication; skilled in documenting incidents and coordinating with cross-functional team

Physical Demands/Working Conditions: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to talk and hear

• Required to use hands to type, handle objects and paperwork

• Required to use close vision and be able to focus

• Ability to work a flexible schedule, including overnights, weekends, holidays, and on-call rotations based on operational requirements. 

Wondering if you should apply? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WOW! we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but don’t check every box in the qualifications section, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran