Network Operations Center | Technician Apprentice (IT&E-2161)

📍 Job Overview

• Job Title: Network Operations Center | Technician Apprentice (IT&E-2161)
• Company: CITADEL Pacific Ltd.
• Location: Tamuning, Guam
• Job Type: Full-Time
• Category: Network Operations & Support
• Date Posted: 2025-07-28
• Experience Level: Entry-Level (0-2 years)
• Remote Status: On-Site

🚀 Role Summary

• Primary Responsibilities: Monitor network, applications, and services; proactively identify and resolve issues; coordinate with technical departments; provide customer service during outages and maintenance activities.
• Key Skills: Monitoring tools, trouble ticketing, customer service, network operations, technical support, data analysis, communication, problem-solving, flexibility, team coordination, outage detection, documentation, advanced network functions, KPI data gathering, service restoration, vendor coordination.

💻 Primary Responsibilities

🔄 Network & Service Monitoring

• Utilize monitoring tools to proactively identify problems with systems, applications, network, and services.
• Monitor key alerts and notifications, drive response and resolution.
• Perform restoration actions as necessary.
• Troubleshoot and restore equipment failures; notify and escalate as warranted.
• Coordinate activities with technical departments to troubleshoot and restore equipment failures.
• Outage detection, symptom collection, communicate status, and escalate as necessary.

📞 Customer Service & Communication

• Provide professional internal and external customer service via telephone, email, SMS, and team applications.
• Contact internal and external customers proactively regarding service affecting outages.
• Coordinate with vendors as needed to resolve service affecting outages.
• Follow detailed instructions to perform advanced network break/fix functions.
• Advanced network related projects including gathering KPI data, creating graphs for trending analysis, and identifying service issues.

🌐 Network Operations & Maintenance

• Receive, coordinate, approve, and support maintenance activities.
• Ability to be flexible and successfully respond to multiple work pressures with a sense of urgency.
• Perform other related duties or tasks as assigned or required.

🎓 Skills & Qualifications

📄 Education & Experience

• High School Diploma or equivalent.
• Must be a US citizen or resident alien.
• Must be at least 18 years of age or older.
• Must have been a resident of Guam for a period not less than three (3) consecutive years before entry into the program.
• Mayor’s Verification must be submitted upon hire.
• Must be able to attend a minimum of two (2) classes per semester as identified by program coordinator, while working forty (40) hours per week with IT&E.

🛠 Preferred Qualifications

• One year of progressive experience in telecommunications, network operations, or technical support related field. Reduce to two years preferred of progressive experience in related fields if candidate possesses an associate degree or has military service.
• Training in Data, Voice or Video Network Technologies is a plus.
• ITIL, CompTIA A+, Cisco CCNA, Microsoft MCSE preferred but not required.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role.
• Technical Documentation: Not applicable for this role.

💵 Compensation & Benefits

💰 Salary Range

• The salary range for this role has not been specified by the company. According to Glassdoor, the average salary for a Network Operations Center Technician in Guam is approximately $30,000 per year. However, this can vary based on the candidate's experience and skills.

🎁 Benefits

• Competitive total rewards package, including base salary, discretionary bonuses, and benefits benchmarked to the market.
• Detailed information regarding compensation and benefits will be shared during the hiring process.

🎯 Team & Company Context

🏢 Company Culture

• Industry: Telecommunications
• Company Size: Medium (50-249 employees)
• Founded: 1979 (as Micronesian Telecommunications Corp)
• Team Structure: The Network Operations Center team works collaboratively to monitor and maintain the company's network, applications, and services. They coordinate with various technical departments to troubleshoot and restore equipment failures.
• Development Methodology: The team follows established IT&E mission, policies, procedures, quality assurance, and safety programs and standards. They utilize monitoring tools to proactively identify and resolve issues, following detailed instructions for advanced network break/fix functions.

📈 Career & Growth Analysis

• Web Technology Career Level: Entry-Level (Technician Apprentice)
• Reporting Structure: The Technician Apprentice reports directly to the Network Operations Center Supervisor.
• Technical Impact: The Technician Apprentice plays a crucial role in maintaining the company's network and services, ensuring minimal downtime and providing excellent customer service during outages and maintenance activities.

🌐 Work Environment

• Office Type: On-site, office setting with standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Office Location(s): 122 West Harmon Industrial Park Rd Ste 103, Tamuning, Guam
• Workspace Context: The Technician Apprentice works in a dynamic and fast-paced environment with changing priorities. They must be flexible and able to successfully respond to multiple work pressures with a sense of urgency.
• Work Schedule: Full-time, 40 hours per week, with the flexibility to work evenings, weekends, and holidays as needed.

📄 Application & Technical Interview Process

📝 Interview Process

1. Application Review: The hiring team will review your application and resume.
2. Phone Screen: If your application is selected, you will be contacted for a phone screen to discuss your qualifications and interest in the role.
3. On-Site Interview: If successful, you will be invited for an on-site interview with the hiring manager and team members.
4. Background Check: If you are offered the position, you will be required to pass a background check.

💡 Interview Preparation

• Technical Questions: Familiarize yourself with network monitoring tools, trouble ticketing processes, and customer service best practices. Brush up on your knowledge of network operations, technical support, and data analysis.
• Company & Culture Questions: Research CITADEL Pacific Ltd. and the telecommunications industry. Prepare questions about the company's mission, values, and growth opportunities.
• Portfolio Presentation Strategy: Not applicable for this role.

🛠 Technology Stack & Web Infrastructure

• Monitoring Tools: Familiarize yourself with various network monitoring tools used by the company.
• Trouble Ticketing Systems: Understand the trouble ticketing processes and systems used by the company.
• Customer Service Platforms: Familiarize yourself with the customer service platforms and tools used by the company.
• Network Technologies: Gain knowledge of the network technologies, protocols, and standards used by the company, such as Data, Voice, or Video Network Technologies.

👥 Team Culture & Values

• Web Development Values: Not applicable for this role.
• Collaboration Style: The Network Operations Center team works collaboratively to monitor and maintain the company's network, applications, and services. They coordinate with various technical departments to troubleshoot and restore equipment failures.

⚡ Challenges & Growth Opportunities

• Technical Challenges: The Technician Apprentice will face challenges in proactively identifying and resolving network issues, coordinating with technical departments, and providing excellent customer service during outages and maintenance activities.
• Learning & Development Opportunities: The Technician Apprentice will have the opportunity to learn and develop skills in network operations, technical support, and customer service. They may also have the opportunity to pursue further education or certifications in relevant technologies.

💡 Interview Preparation

• Technical Questions: Practice explaining your experience with network monitoring tools, trouble ticketing processes, and customer service best practices. Prepare for questions about your problem-solving skills, flexibility, and ability to work in a fast-paced environment.
• Company & Culture Questions: Prepare questions about the company's mission, values, and growth opportunities. Research the telecommunications industry and CITADEL Pacific Ltd. to demonstrate your interest and understanding of the role.

📌 Application Steps

To apply for this Network Operations Center | Technician Apprentice (IT&E-2161) position:

1. Submit your application through the application link provided.
2. Prepare for a phone screen by reviewing your qualifications and interest in the role.
3. If selected, attend an on-site interview with the hiring manager and team members.
4. If offered the position, pass a background check and complete the onboarding process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.