Smartaira

• Serve as the primary point of contact for customers, addressing sales, billing, and troubleshooting inquiries with professionalism and empathy. • Identify, investigate, and resolve customer concerns efficiently, striving for first-contact resolution. • Troubleshoot technical issues related to Wi-Fi, Ethernet, and DOCSIS connections, guiding customers through resolution steps. • Process billing inquiries, payments, account adjustments, and service modifications accurately. • Assist customers with sales inquiries by providing product recommendations and service options suited to their needs. • Manage customer communications across multiple channels, including phone, chat, email, and text. • Accurately document all interactions, issues, and resolutions in company systems with clear and concise notes. • Collaborate with internal departments to escalate and resolve complex issues. • Maintain up-to-date knowledge of company products, services, policies, and industry trends. • Demonstrate professionalism, patience, and empathy in every customer interaction. • Support team members with questions or escalations as needed to ensure collective success. • Perform additional duties as assigned to support business operations.

• Serve as the primary point of contact for assigned clients, ensuring strong and lasting relationships through proactive customer engagement techniques such as regular check-ins, tailored communication plans, and the use of CRM tools to track and enhance interactions. • Address client inquiries and concerns promptly to maintain satisfaction and build trust. • Assist in creating and managing detailed project plans and timelines under the guidance of the Customer Success Manager. • Lead on-site launch events and facilitate virtual and in-person resident engagement activities. • Collect and report client feedback using Voice of Customer (VoC) methodologies such as surveys, interviews, and data analytics to identify areas for service enhancement and inform strategic decisions. • Work closely with the Customer Success Manager to prepare materials for client account reviews and strategy discussions.

Role Description Smartaira is seeking a highly motivated Network Operations Center (NOC) Analyst to join our growing Operations team. This role is responsible for monitoring, troubleshooting, escalating, and communicating network events across our residential, MDU, and business customer environments. The ideal candidate will have experience in telecommunications, ISP operations, wireless networking, and customer support. This position serves as a critical bridge between Customer Support, Field Operations, Engineering, and Property Management teams to ensure exceptional service delivery and rapid incident resolution. Key Responsibilities - Monitor network performance, alarms, outages, and service degradation events. - Escalate incidents to Engineering, Field Operations, Vendors, and Leadership when appropriate. - Manage post-outage investigations and assist with Root Cause Analysis (RCA) documentation. - Provide outage communications and status updates. - Monitor NOC email queues, escalation mailboxes, Microsoft Teams chats, and operational communication channels. - Provide advanced support to Field Technicians during installations, repairs, and troubleshooting activities. - Support property IT contacts and maintenance teams with network-related requests. - Manage and process NXT and operational escalation requests. - Assist with network device provisioning, activation validation, and troubleshooting. - Support inventory and equipment requests related to network operations. - Participate in incident reviews. - Assist with change management validation and maintenance window monitoring. Qualifications - High School Diploma or GED. - 1+ years of experience in telecommunications, network operations, technical support, or ISP environments. - CompTIA A+, Network+, or equivalent technical certification. - Understanding of Layer 1, Layer 2, and Layer 3 networking concepts. - Familiarity with TCP/IP, DHCP, DNS, VLANs, routing, switching, and wireless networking. - Strong troubleshooting and analytical skills. - Excellent written and verbal communication abilities. - Ability to multitask and prioritize during high-impact outage situations. - Ability to work independently in a fast-paced operational environment. Preferred Qualifications - Experience supporting ISP, telecommunications, fiber, or managed service provider environments. - Experience working with Freshdesk, Jira Service Management (JSM).

• Design Ethernet, Fiber, transport and Wi-Fi networks. • Develop MDU network infrastructure designs and standards. • Perform capacity planning, network upgrades, and scalability analysis. • Create bills of materials, scopes of work, technical documentation and presentations. • Engineer fiber distribution systems, splice plans, and transport architectures. • Perform predictive Wi-Fi design and coverage analysis. • Collaborate with Operations, Construction, Engineering, and Business Development teams. • Provide engineering support during deployment, commissioning, and network acceptance. • Evaluate and research new technologies, vendors, and products. • Review and update as-built documentation and ensure compliance with design standards.

• Design Wi-Fi networks that meet performance, coverage, and scalability requirements for ISP environments • Develop end-to-end network designs that incorporate Wi-Fi, fiber, Ethernet, and supporting infrastructure • Collaborate with internal teams (engineering, construction, operations, and project teams) to ensure designs align with overall project goals and contractual obligations • Participate in full project lifecycle design discussions rather than focusing on a single network component • Review project requirements and translate them into practical, build-ready network designs • Balance workload across Wi-Fi and infrastructure design to help prevent backlogs and single-threaded dependencies • Provide technical input and guidance during implementation as needed • Document designs, assumptions, and standards clearly and consistently • Stay current with Wi-Fi technologies, network infrastructure trends, and industry best practices • Other directives as required.

• Manage and oversee the building process of various construction projects from start to finish. • Create scopes of work, work with contractors, delegate responsibilities and provide project progress. • Selects, contracts, and oversees contractors for specific projects, major upgrades, and other construction related initiatives. • Supervises each contractor and subcontractor to ensure that work meets quality standards and adheres to Smartaira’s SOW (Scope of Work) and technical specifications. • Provides leadership in the initial planning stage by collaborating with clients, architects, engineers, or other involved parties; develops a detailed description of jobs and materials necessary to complete each project. • Schedules and coordinates projects in logical steps and budgets the time necessary to meet each deadline. • Prepares and submits budget estimates and regularly communicates with the client concerning budget progress and costs. • Ensures adherence to the budget and, when unexpected complications or issues arise, makes quick and necessary adjustments in adherence to established Change Management and related approval processes. • Plans, coordinates, organizes, oversees, and directs activities regarding the construction and maintenance of assigned structures, facilities, and systems. • Ensures safety standards and guidelines are followed on the jobsite and that all safety codes are met in construction. • Oversees contract negotiations, revisions, and additions and adherence by all parties. • Collaborates with clients, supervisory staff, and contractors to discuss and resolve problems, including work procedures, complaints, and construction issues. • Manages and leads actions that are necessary due to delays, bad weather, or emergencies at construction sites. • Develops and maintains good working relationships with a variety of people, including owners, managers, designers, supervisors, tradespersons, and craft workers. • Other directives as required.

• Assist in creating data network designs for Ethernet, Fiber, and Wi-Fi networks. • Support MDU (Multi-Dwelling Unit) network infrastructure design development. • Assist with identifying network improvements and upgrades. • Support design, configuration, and documentation of system protocols and standards. • Create flowcharts and supporting documentation to identify system requirements. • Assist with bill of materials (BOM), scopes of work, and technical proposal documentation. • Collaborate with Project Coordinators, Construction Managers, Operations, and Business Development teams to ensure accurate project handoffs. • Provide technical support and documentation for network and DirecTV designs. • Participate in project meetings to ensure installations align with approved designs. • Support senior engineers in managing network elements (DWDM, GPON, Ethernet, and Transport) through project lifecycle. • Perform other related duties as assigned.

• Create data network designs for Ethernet, Fiber, and Wi-Fi networks. • Designs and develops MDU network infrastructure designs. • Determine network improvements and upgrades. • Design, configuration, documentation and administration of system protocols and standards. • Creates flowcharts and other documentation to identify requirements for systems and to propose possible solutions. • Applies computer science, engineering, and mathematical analysis to the systems development process. • Coordinates with hardware engineers and other staff to forecast whether the design will be feasible under cost and time constraints. • Create bill of materials, scopes of work, and technical product presentations for proposals. • Collaborate with Project Coordinators, Construction Managers, Operations, and Business Development to create processes and hand off expectations for the team. • Provide technical information for Network Designs and DirecTV designs to the Construction, Operations and Engineering departments. • Participate in team meetings with the Operations, Construction, and Engineering departments to ensure network projects are installed and documented as designed. • Manage network elements (DWDM, GPON, Ethernet, and Transport) from design phase through network acceptance by working with the Project Coordinators, Operations, and Construction department to meet project deadlines. • Other directives as required.

• Develops market potential by leveraging existing accounts, create new leads and developing relationships with existing customers to generate more business opportunities. • Negotiates agreements with clients to subscribe to the company’s services. • Informs the customer on the latest broadband service offerings from the company. • Educates the customer about the latest broadband technology advances in the market relative to the company’s service. • Provides potential customers with a clear comparison of the company’s broadband service features and benefits versus the competition. • Qualifies new business opportunities and prepares a profitability case to senior management for every agreement to ensure that the company makes a profit on submitted proposals. • Promotes the company at industry conferences, trade shows and industry associations when requested. • Manages an account portfolio to maximize new property opportunities. • Maintain and grow ongoing relationships with owners, property management companies and developers. • Other directives as required.

• Travel to the customer's home to Install/Upgrade/Service supported products. • Troubleshoot and test supported products to identify problems. • Explain procedures/costs and schedule follow up calls if needed. • Diagnose and repair supported products using schematics along with either test equipment or electronic meters. • Provide customers with education solutions. • Instruct customers on the operation and maintenance of their products. • Provide customers with information on the wide variety of CSS products and upgrades. • Accurately record product, client, and entitlement data for the work order. • Complete administrative duties including ordering parts, scheduling and communicating with dispatch, electronically sending repair records to the service center. • Maintain company-owned vehicle, laptop, cell phone, test equipment, parts and tools. • Install, repair, and maintain fiber optic cabling, including underground, and building-entrance infrastructure. • Perform mechanical or fusion splicing of single-mode (SM) or multi-mode (MM) fiber cables within enclosures. • Use specialized equipment—including OTDR (Optical Time-Domain Reflectometer), power meters, and light sources—to test signal strength, verify continuity, and diagnose issues.