Junior Network Operations Center (NOC) Technician

IQ Fiber•Jacksonville, FL

About The Position

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. We are seeking a Junior Network Technician to join a dynamic and innovative fiber optic internet startup. In this dynamic and ever-changing role, you will be part of a small, versatile team. You will contribute to the establishment of a world-class operation utilizing cutting-edge networking technologies. This role entails working with Calix equipment, supporting XGS-PON hardware components, troubleshooting, and monitoring various carrier-class network equipment, servers, Wi-Fi devices, and other networking infrastructure. In this position, you will provide technical support to team members and customers through installation, configuration, troubleshooting, and training. The role requires working on Saturdays and Sundays, in addition to three weekdays. Participation in an after-hours on-call support program is also mandatory. This is an exceptional opportunity to be an integral part of a cutting-edge startup operating in a rapidly expanding industry.

Requirements

Proven customer support mindset with a comprehensive understanding of the customer journey.
Exceptional written and verbal communication skills, including the ability to distill technical information and effectively communicate with diverse audiences.
Strong interpersonal skills and a collaborative, humble approach to teamwork.
Self-motivated and self-sufficient with the ability to work independently and autonomously.
Agile and capable of prioritizing competing priorities effectively.
Exceptional organizational and documentation skills with a meticulous and detail-oriented approach to work.
A character of humility, integrity, and patience.
Proven experience and a strong drive to learn all aspects of supporting a fiber internet network as a support technician.
Associate degree in a technical discipline or high school diploma with 1-2 years of experience in a technical support role (preferred).
Proficiency in networking protocols and internet functionality, encompassing the OSI model, DNS, HTTP/HTTPS, DHCP (DORA process), and the TCP/IP stack.
Tenacious problem-solving skills, strong attention to detail, and results-oriented mindset.
Knowledge of telecommunications products and services.
Strong oral and written communication skills, with the ability to communicate clearly and effectively.
Proven ability to manage multiple projects and tasks efficiently.
Proficiency in using computers and applications.
Demonstrated ability to work independently and in a self-disciplined environment.
Commitment to continuous learning and updating technical knowledge.

Nice To Haves

Technical certifications are advantageous but not mandatory.

Responsibilities

Assisting in the management of team accounts, including onboarding and offboarding processes.
Responding to technical issues through internal and vendor ticketing systems, collaborating with the Customer Support team to ensure timely resolutions.
Acquiring the knowledge and skills necessary to configure and manage broadband services.
Support XGS-PON hardware components by troubleshooting, diagnosing, testing, configuring, and upgrading lab systems, operational systems, data centers, public Wi-Fi, and customer networking equipment.
Assist in configuring and managing mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs).
Collaborate with Network Engineers to perform data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to ensure network availability.
Collaborate with the Outside Plant team to activate fiber cabinets, troubleshoot fiber optics-related issues, escalate concerns when necessary, and address customer concerns in partnership with the Network Operations Center (NOC) and Customer Support teams.
Track and manage non-customer issues and tasks, maintaining an internal project management tracking board.
Coordinate with vendors to implement network solutions and upgrades, ensuring effective and timely communication.
Execute acceptance test plans and provide feedback.
Perform other duties as assigned.