Network Assurance Technician

Knology Of Central Florida; Columbus (OH); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401k with company match

Paid time off

Paid holidays

Tuition reimbursement

Broadband discounts

Job summary

WOW! is seeking a Network Assurance Technician to join our Columbus, OH data center on 2nd shift (3pm-11:30pm). You will monitor RF/IP/Optical networks, troubleshoot complex issues, and coordinate rapid restoration while maintaining clear communication with teams.

The role emphasizes a strong diagnostic mindset, ticket discipline, and collaboration across shifts to ensure uninterrupted service for residential and commercial customers.

Qualifications

• Minimum two years of Network Operations Center or equivalent experience.
• Strong understanding of IP, RF, and Optical networks; familiarity with monitoring platforms.

Responsibilities

• Monitor and assess network health across RF, IP, and Optical tech supporting residential and commercial services.
• Execute advanced troubleshooting to isolate faults and determine best restoration path.
• Lead resolution of network-impacting events with timely communication and escalation per SOPs.
• Process and resolve NOC trouble tickets with thorough documentation and incident closure.
• Contribute to knowledge management by updating process docs and creating new procedures.
• Collaborate with cross-functional teams and ensure smooth handoffs between shifts.

Skills

IP networking

RF networking

Optical networking

L2/L3 protocols

TCP/IP

BGP

OSPF

DOCSIS

CMTS

SNMP

Wireshark

SolarWinds

Netcool

Troubleshooting

Documentation

Communication

Education

Associate degree in Information Technology, Networking, Telecommunications, or related field

High school diploma

Tools

SolarWinds

Netcool

Wireshark

Job description

Network Assurance Technician

WOW! is currently hiring a Network Assurance Technician to work on-site, 2nd shift (3pm -11:30 pm, Sunday - Thursday) in our Columbus, OH data center! 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.

Competitive Compensation - depending on experience Annual merit increases – recruiter will share more!

• 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:

• 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:

• Minimum Required Education and Experience Shift: 2nd Shift Either Sun-Thurs or Tues-Sat, from 2pm-10:30pm CST Note: There will be a 2–4-week training period on other shifts to become familiar with the workload and type of work on other shifts.
• 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.
• 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.

WOW! is one of the nation's largest Internet, cable, and phone providers. While we've grown a lot since we started, in the last 20 years we haven't forgotten our roots. WOW! has a deep, rich heritage of delivering the best experiences to our customers and we've worked hard to keep it that way. WOW!ing our customers is in our DNA. We are committed to putting our customers and team members first. So what does that mean for the people who come to work with us? It means you can make a difference while you grow your career at WOW!. When you join WOW!, you're joining a team that strives to delight our customers in everything we do; that goes the extra mile for those we serve. We're for being different - in a good way. Whether it's through showing respect, making things easy, or providing pleasant surprises, we're for building a culture that WOW! employees and customers truly love. We'd love for you to be a part of our team.

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