Network Assurance Technician

WOW! Internet, Cable & Phone; Tampa (FL); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k with company match

Paid time off

Tuition reimbursement

Broadband discounts

Job summary

WOW! Internet, Cable & Phone is hiring a Network Assurance Technician to work on-site in our Tampa, FL data center on 2nd or 3rd shift.

The NAC Technician ensures network stability by monitoring IP, RF and optical infrastructures, investigates alerts, coordinates incident resolution with cross-functional teams, and maintains thorough documentation. Requirements include an Associate degree in IT/Networking or related field (or equivalent), 1–3 years in a NOC, and preferred certifications

Qualifications

• 2nd/3rd shift experience preferred.
• 1–3 years in a NOC or similar environment.
• Certifications preferred: Network+, CCNA, ITIL.

Responsibilities

• Monitor and maintain network health across IP, RF, and Optical tech.
• Execute advanced troubleshooting to isolate faults and restore service.
• Lead resolution of network events with clear communication and escalation.
• Document incidents thoroughly and update SOPs as needed.
• Handoff across shifts to maintain continuity of operations.

Skills

IP networks

RF networks

Optical networks

TCP/IP

Education

Associate degree in IT/Networking

High school diploma

Tools

SolarWinds

Netcool

Wireshark

CMTS

Job description

WOW! is currently hiring a Network Assurance Technician to work on-site, 2nd or 3rd shift in our Columbus, OH or Tampa, FL 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.

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!
• 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

• Shift: 2nd Shift or 3rd shift
• 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.

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

• 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