Network Operation Center Technician Level 2

Full-Time | Monday–Friday | 8:00 AM–5:00 PM | On‑Site

Avative Fiber (majority‑owned subsidiary of Strata Networks) is a fast‑growing local Internet Service Provider delivering premier fiber internet to residents and businesses in Saratoga Springs.

We are seeking a motivated and experienced customer support & technical specialist to join our tight‑knit, high‑performing team. This individual will serve as a key member of our in‑house call centre, providing exceptional customer service, technical troubleshooting, and operational support across multiple teams.

The ideal candidate is a quick learner, independent, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment. This person must be an excellent communicator with strong technical aptitude, experience in call centre or ISP support environments, and a commitment to delivering outstanding customer experience.

$28/hour + Great Benefits

• Handle incoming and outgoing communications, including phone calls, text messages, emails, and live chat.
• Support customers with billing inquiries, account changes, and sales‑related questions.
• Perform Tier 1 and Tier 2 fiber internet technical troubleshooting, including router configuration, connectivity diagnostics, and basic network support.
• Build sustainable relationships and trust with customers through professional, clear, and patient communication.
• Create, update, and maintain customer tickets with accurate documentation.
• Assist the Operations team with customer outreach, scheduling, expansion project coordination, and ongoing upgrade initiatives.
• Collaborate closely with Technical Operations, Customer Operations, the Technical Engineer, Project Manager, Construction teams, and Field Technicians.
• Support the seamless flow of customer information between teams to ensure timely resolution of issues.
• Maintain professionalism when handling difficult or escalated customer interactions.
• Contribute positively to a small, growing team environment with flexibility and adaptability.

• Prior call centre experience and technical support experience.
• Strong understanding of basic networking fundamentals (WAN vs LAN, router setup, fiber ONT basics, connectivity troubleshooting, etc.).
• Excellent communication and customer service skills.
• Strong problem‑solving abilities with a resourceful, self‑driven approach to task completion.
• Ability to multitask, manage time effectively, and work independently with minimal supervision.
• Proficiency in Microsoft Office and general computer applications.
• Ability to work collaboratively within a team‑oriented environment.
• Bilingual Spanish speaker (preferred).
• High school diploma or equivalent.
• Certified (CCNA), Associate’s or working towards CS/IT/IS Degree (preferred).

• $28/hour starting wage full time or commiserate with experience
• Health, dental, and vision insurance
• PTO
• Paid holidays
  401(k)
• Employee fiber internet discount
• Opportunities for growth within a rapidly expanding local ISP
• Work as part of a close‑knit, supportive team

• Must pass a background check and drug screen.
• Must have reliable transportation.