Network Assurance Technician

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.

• 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.

• 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., Solar Winds, 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…