Network Operations Specialist I

About Switch

Switch is not just a data center company; it is a pioneer shaping the future of technology through innovation, operational excellence, and a culture rooted in karma. Founded by Rob Roy, the company creates advanced digital infrastructure essential for humanity’s progress. At Switch, the people, culture, and purpose form the foundation for continuous evolution in the digital world.

Role Overview

This position provides frontline operational support within Switch's Combined Ordering Retail Ecosystem (CORE). You'll act as the primary liaison managing customer incidents and service requests. This involves coordination with carriers and internal teams to troubleshoot and restore services efficiently, adhering to defined protocols and supporting 24/7 operations.

Responsibilities

• Serve as the main contact for CORE-related service requests and investigations.
• Collaborate with service providers and internal groups to resolve customer-impacting network issues.
• Evaluate and communicate the operational effects of incidents to customers in a clear manner.
• Create and update tickets for service requests and incidents promptly.
• Organize and engage in service activation calls involving customers and carriers.
• Follow established escalation and notification procedures, applying sound judgment.
• Provide regular, precise updates to customers throughout the incident resolution process.
• Document every incident meticulously, recording actions, timelines, and outcomes.
• Offer suggestions for improving CORE support tools, workflows, and protocols.

Candidate Profile

• Dependable and prompt in executing tasks within fast-paced, time-sensitive environments.
• Communicates professionally and clearly across customers, carriers, and team members.
• Capable of prioritizing and managing multiple incidents simultaneously.
• Maintains composure with a solutions-oriented mindset during service disruptions.
• Available to work scheduled shifts including nights, weekends, and rotation cycles.

Qualifications

• Minimum of two years’ experience in telecommunications, IT support, or a similar technical domain, or equivalent education and hands-on training.
• Basic understanding of network fundamentals, including network topologies and the OSI model.
• Proven ability in troubleshooting network connectivity and following essential resolution procedures.
• Knowledge of data center infrastructure along with cabling standards.
• Experienced with ticketing and monitoring software tools.
• Comfortable using terminal access applications such as SSH or PuTTY.
• Familiar with Microsoft Office suite.
• Preferred certifications include Network+, CCENT, A+, or Security+, though not mandatory.

Benefits & Culture

• A culture grounded in karma promotes a positive, supportive, and progressive work environment.
• Work with cutting-edge data center technology and engage in emerging tech developments.
• Flexible work options including fully remote, hybrid, or on-site arrangements supported by technology.
• Stable career growth opportunities within an expanding industry and company.
• Comprehensive and customizable medical benefits plans available for employees and their families.

Join Our Mission

This role is more than employment—it's participation in a meaningful mission. If you aspire to contribute in a culture that prizes innovation, karma, and operational excellence, apply to be a part of building the future with Switch.