Network Operations Center | Technician Apprentice (IT&E) at CITADEL Pacific Ltd.

📍 Job Overview

Job Title: Network Operations Center | Technician Apprentice (IT&E)
Company: CITADEL Pacific Ltd.
Location: Tamuning, Guam
Job Type: On-site
Category: Network Operations & Technical Support
Date Posted: 2025-07-25
Experience Level: Entry-level to Mid-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Monitor and maintain network, applications, and systems for optimal performance
Proactively identify and resolve issues using monitoring tools and troubleshooting techniques
Coordinate with technical departments and vendors to restore equipment failures and resolve service affecting outages
Provide professional internal and external customer service through various communication channels
Gather KPI data, create graphs for trending analysis, and identify service issues
Work in a dynamic and fast-paced environment with changing priorities

📝 Enhancement Note: This role requires strong problem-solving skills, adaptability, and the ability to thrive in a high-pressure, ever-changing environment. Familiarity with network operations and monitoring tools is preferred but not required, as training will be provided.

💻 Primary Responsibilities

Monitor and Maintain Network & Systems:
- Utilize monitoring tools to proactively identify and resolve issues
- Monitor key alerts and notifications, drive response and resolution
- Perform restoration actions as necessary
- Troubleshoot and restore equipment failures, coordinate with technical departments as needed
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
Data Analysis & Reporting:
- Gather KPI data and create graphs for trending analysis
- Identify service issues and drive resolution
Project Work & Flexibility:
- Perform other related duties or tasks as assigned or required
- Be flexible and successfully respond to multiple work pressures with a sense of urgency

📝 Enhancement Note: This role requires a high degree of flexibility and the ability to manage multiple priorities effectively. Strong communication skills and the ability to work well under pressure are essential for success in this role.

🎓 Skills & Qualifications

Education:

High School Diploma or equivalent

Experience:

0-2 years of progressive experience in telecommunications, network operations, or technical support related fields
Reduce to 2 years preferred if candidate possesses an associate degree or has military service

Required Skills:

Strong problem-solving skills
Excellent communication skills (written, verbal, and listening)
Ability to work well under pressure and manage multiple priorities
Familiarity with monitoring tools, trouble ticketing systems, and customer service best practices
Basic knowledge of network operations and telecommunications principles

Preferred Skills:

Training in Data, Voice, or Video Network Technologies
ITIL, CompTIA A+, Cisco CCNA, Microsoft MCSE certifications (preferred but not required)

📝 Enhancement Note: While certifications are preferred, they are not required for this role. A strong foundation in network operations principles and a willingness to learn are more important than formal certifications.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience with monitoring tools, trouble ticketing systems, and customer service best practices
Showcase problem-solving skills through real-world examples or case studies
Highlight any relevant certifications or training in network technologies

Technical Documentation:

Document relevant network operations processes, procedures, and best practices
Provide examples of KPI data gathering, graph creation, and trending analysis
Include any relevant customer service communication examples or case studies

📝 Enhancement Note: As this is an entry-level to mid-level role, a comprehensive portfolio is not required. However, demonstrating a solid understanding of network operations principles and relevant skills through real-world examples is essential.

💵 Compensation & Benefits

Salary Range: $25,000 - $35,000 USD per year (Guam regional standard for entry-level to mid-level network operations roles, based on cost of living and industry benchmarks)

Benefits:

Competitive total rewards package, including base salary determined by role, experience, skill set, and location
Discretionary bonuses based on both company performance and individual achievements
Comprehensive benefits and programs benchmarked to the market

Working Hours: 40 hours per week, with a flexible schedule to accommodate maintenance windows and project deadlines

📝 Enhancement Note: The salary range provided is an estimate based on regional standards and industry benchmarks for entry-level to mid-level network operations roles. Actual compensation may vary based on the candidate's experience, skills, and the company's internal policies.

🎯 Team & Company Culture

Company Culture:

CITADEL Pacific Ltd. (formerly Micronesian Telecommunications Corp) offers a dynamic and fast-paced work environment with a focus on customer service and technical excellence
The company values professionalism, teamwork, and continuous learning

Development Methodology:

Agile/Scrum methodologies for project management and sprint planning
Collaborative development and code review processes
Continuous integration and deployment pipelines for automated testing and deployment

Company Website: https://www.citadelpacific.com/

📝 Enhancement Note: CITADEL Pacific Ltd. offers a unique work environment with a strong focus on customer service and technical innovation. Employees can expect to work in a dynamic and collaborative setting, with opportunities for professional growth and development.

📈 Career & Growth Analysis

Network Operations Technician Apprentice:

Entry-level to mid-level role with a focus on monitoring, troubleshooting, and customer service
Responsible for proactively identifying and resolving issues, coordinating with technical departments, and providing excellent customer service
Opportunities for growth and development include advancing to full-time network operations technician or related roles within the IT&E organization

Technical Impact:

Directly responsible for maintaining network, applications, and systems performance, ensuring minimal downtime, and providing excellent customer service
Indirectly influences user experience by resolving issues and optimizing network performance

Growth Opportunities:

Technical Skill Development: Pursue relevant certifications (ITIL, CompTIA A+, Cisco CCNA, Microsoft MCSE) and gain hands-on experience in network operations and troubleshooting
Career Progression: Transition to full-time network operations technician or related roles within the IT&E organization, with potential for further advancement in technical or management positions

📝 Enhancement Note: This role offers excellent opportunities for professional growth and development within the network operations and technical support fields. With a strong performance and a willingness to learn, candidates can expect to advance to full-time roles and take on increased responsibilities.

🌐 Work Environment

Office Type: On-site, office-based environment with a focus on collaboration and teamwork

Office Location(s): Tamuning, Guam

Workspace Context:

Collaborative workspace with multiple monitors, testing devices, and development tools available
Cross-functional interaction with designers, marketers, and other technical teams
Flexible work arrangement with a focus on maintaining network performance and resolving service affecting outages

Work Schedule:

Full-time, 40-hour workweek with flexible scheduling to accommodate maintenance windows, project deadlines, and on-call rotations
Overtime may be required during peak usage periods or service affecting outages

📝 Enhancement Note: The work environment at CITADEL Pacific Ltd. is dynamic and collaborative, with a strong focus on teamwork and customer service. Employees can expect to work in a fast-paced and ever-changing environment, with opportunities for professional growth and development.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills, problem-solving abilities, and cultural fit
On-site Interview: A comprehensive on-site interview to evaluate technical skills, network operations knowledge, and customer service experience
- Technical Assessment: A hands-on assessment of monitoring tools, troubleshooting techniques, and customer service scenarios
- Behavioral Questions: Situational and behavioral questions to evaluate problem-solving skills, adaptability, and cultural fit
Final Evaluation: A final review of the candidate's qualifications, interview performance, and fit within the team

Portfolio Review Tips:

Highlight real-world examples of network operations experience, problem-solving skills, and customer service excellence
Include any relevant certifications, training, or education in network technologies
Tailor the portfolio to showcase skills and experiences most relevant to the Network Operations Center Technician Apprentice role

Technical Challenge Preparation:

Brush up on monitoring tools, trouble ticketing systems, and customer service best practices
Practice problem-solving scenarios and customer service simulations
Familiarize yourself with network operations principles, telecommunications concepts, and relevant industry trends

📝 Enhancement Note: The interview process for the Network Operations Center Technician Apprentice role is comprehensive and designed to evaluate both technical skills and cultural fit. Candidates should be prepared to demonstrate their problem-solving abilities, adaptability, and customer service experience through real-world examples and hands-on assessments.

🛠 Technology Stack & Web Infrastructure

Monitoring Tools:

Familiarity with industry-standard monitoring tools, such as Nagios, Zabbix, or Prometheus
Experience with network traffic analysis tools, such as Wireshark or tcpdump
Knowledge of log aggregation and analysis tools, such as ELK Stack or Splunk

Trouble Ticketing Systems:

Experience with industry-standard trouble ticketing systems, such as JIRA Service Desk, Zendesk, or Freshdesk
Familiarity with ITIL service management frameworks and best practices

Customer Service Tools:

Experience with customer service software, such as Zendesk, Freshdesk, or Salesforce Service Cloud
Familiarity with customer relationship management (CRM) systems and ticketing systems

📝 Enhancement Note: While specific monitoring tools, trouble ticketing systems, and customer service software are preferred, candidates with experience in related tools and a willingness to learn are encouraged to apply.

👥 Team Culture & Values

Network Operations Values:

Proactive Monitoring: Proactively identify and resolve issues before they impact users or services
Excellent Customer Service: Provide professional, efficient, and empathetic customer service to internal and external customers
Continuous Learning: Stay up-to-date with industry trends, best practices, and emerging technologies
Teamwork: Collaborate effectively with technical departments, vendors, and other teams to drive resolution and optimization

Collaboration Style:

Cross-functional Collaboration: Work closely with designers, marketers, and other technical teams to drive user experience optimization and service improvement
Code Review Culture: Participate in code reviews, knowledge sharing, and technical mentoring to drive continuous learning and improvement
Agile Methodologies: Adhere to Agile/Scrum methodologies for project management, sprint planning, and continuous integration and deployment

📝 Enhancement Note: The team culture at CITADEL Pacific Ltd. is collaborative, dynamic, and focused on continuous learning and improvement. Employees can expect to work in a fast-paced and ever-changing environment, with opportunities for professional growth and development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Network Performance Optimization: Identify and resolve network performance issues, optimize routing, and minimize latency
Service Affecting Outages: Quickly detect and resolve service affecting outages, minimizing downtime and impact on users
Emerging Technologies: Stay up-to-date with emerging network technologies, trends, and best practices

Learning & Development Opportunities:

Certification Programs: Pursue relevant certifications (ITIL, CompTIA A+, Cisco CCNA, Microsoft MCSE) to enhance technical skills and knowledge
Conference Attendance: Attend industry conferences, workshops, and webinars to network with peers, learn from experts, and gain new insights
Mentorship & Leadership Development: Participate in mentorship programs, leadership development workshops, and architecture decision-making processes to advance your career

📝 Enhancement Note: The technical challenges and learning opportunities for the Network Operations Center Technician Apprentice role are diverse and offer excellent prospects for professional growth and development. Candidates should be prepared to embrace a dynamic and ever-changing work environment, with a strong focus on continuous learning and improvement.

💡 Interview Preparation

Technical Questions:

Network Operations Principles: Demonstrate a solid understanding of network operations principles, telecommunications concepts, and relevant industry trends
Monitoring Tools & Techniques: Explain your experience with monitoring tools, trouble ticketing systems, and customer service best practices
Problem-Solving Scenarios: Walk through real-world examples of network operations challenges, troubleshooting techniques, and resolution strategies

Company & Culture Questions:

Company Culture: Explain how you would contribute to the dynamic and collaborative work environment at CITADEL Pacific Ltd.
Teamwork & Collaboration: Describe your experience working in a team environment, collaborating with cross-functional teams, and driving resolution and optimization
Adaptability & Resilience: Discuss your ability to thrive in a fast-paced and ever-changing environment, with a strong focus on problem-solving and customer service

Portfolio Presentation Strategy:

Portfolio Structure: Organize your portfolio to showcase real-world examples of network operations experience, problem-solving skills, and customer service excellence
Storytelling: Use storytelling techniques to engage the interviewer and highlight the impact of your work on network performance, user experience, and service improvement
Live Demonstration: Prepare a live demonstration of your portfolio, highlighting your technical skills, problem-solving abilities, and customer service experience

📝 Enhancement Note: The interview process for the Network Operations Center Technician Apprentice role is comprehensive and designed to evaluate both technical skills and cultural fit. Candidates should be prepared to demonstrate their problem-solving abilities, adaptability, and customer service experience through real-world examples and hands-on assessments.

📌 Application Steps

To apply for the Network Operations Center Technician Apprentice position at CITADEL Pacific Ltd.:

Tailor Your Resume: Highlight relevant network operations experience, problem-solving skills, and customer service experience, using relevant keywords and industry-specific language
Prepare Your Portfolio: Organize your portfolio to showcase real-world examples of network operations experience, problem-solving skills, and customer service excellence, with a focus on storytelling and live demonstration
Research the Company: Familiarize yourself with CITADEL Pacific Ltd.'s company culture, values, and mission, and be prepared to discuss how you would contribute to their dynamic and collaborative work environment
Prepare for the Interview: Brush up on network operations principles, monitoring tools, trouble ticketing systems, and customer service best practices, and practice problem-solving scenarios and customer service simulations
Apply Online: Submit your application through the Freshteam job portal, including your resume, portfolio, and any relevant certifications or training

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

Network Operations Center | Technician Apprentice (IT&E)