Network Operations Center (NOC) Technician

IQ Fiber•, (Multiple States)

2d•Onsite

About The Position

IQ Fiber's NOC is seeking a full-time technician to help operate and support our multi-state fiber network across the Southeast and Mid-Atlantic. This position involves working hands-on with XGS-PON hardware, carrier-class network equipment, servers, Wi-Fi devices, and other gear — monitoring, troubleshooting, and resolving issues to keep customers online. You will work as part of a small, versatile team, taking ownership of tickets and break-fixes, contributing to procedural and troubleshooting documentation, and helping junior team members grow. You will support team members and customers through installation, configuration, troubleshooting, and training, and participate in an after-hours on-call support program. In this role you'll obsess over the details and drive operational excellence to deliver the best possible customer experience. Our network spans diverse markets and technologies and is always changing. You'll thrive here if you're a self-motivated life-long learner who's eager to pick up new skills and adapt as the technology evolves.

Requirements

Minimum 1-year telecommunications/fiber-optic internet experience
Proven experience in a NOC or network operations role, with the ability to work independently and own outcomes
Excellent at issue detection and creative in identifying solutions
Customer support mentality with understanding of the customer journey
Crisp, high-signal communicator who distills complex issues into plain language and delivers clear, timely updates
Desire to unify and collaborate with teams
Able to be agile and balance competing priorities effectively
Excellent organizational and documentation skills with a detail-oriented and meticulous approach to work
A character of humility, integrity, and patience
Hands-on troubleshooting across network and fiber-access technologies, including the ability to diagnose and resolve issues with minimal supervision
Demonstrated ability to lead incident response from detection through resolution
Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, SNMP, static and dynamic IP addressing, and VPNs
Linux administration fundamentals

Nice To Haves

2-year networking-related degree or equivalent experience
Networking related credentials (i.e. CCNA, CCNP, Network+)
Experience working with Operion NMS Software
Experience working with and configuring a variety of network and server hardware
Familiarity with the NOC tool stack: monitoring (Checkmk), access network (Calix CMS/SMx, Nokia Altiplano), incident management (Rootly), ticketing (gaiia, or Jira/ServiceNow), and collaboration and documentation (Microsoft Teams, Slack, Notion)
Familiarity with ITIL Incident, Problem, and/or Change Management processes
Solid grasp of routing and switching fundamentals, including BGP and common IGPs
Proficiency in macOS, Linux, or other UNIX-based operating systems
Scripting or automation familiarity (e.g., Python, Ansible) a plus

Responsibilities

Support XGS-PON hardware, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment
Serve as incident commander for network incidents, coordinating triage, escalation, response, and stakeholder communication through to resolution
Own post-incident documentation, author official retrospectives and Reason for Outage reports, capturing root cause, timeline, impact, and corrective actions
Develop and maintain the internal knowledge base, training programs, and procedural documentation, partnering across teams to keep policies and procedures current
Manage team accounts, onboarding, and offboarding
Manage internal ticketing system for technical issues
Collaborate with the Customer Technical Support team to ensure issues are resolved within SLA
Configure and manage broadband service
Deploy and manage mass firmware updates to on-premises equipment and OLTs
Assist Network Engineers in performing data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to support network availability
Remotely support onsite technicians and escalate issues when necessary
Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board
Support the outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues
Coordinate with vendors to implement network solutions and upgrades, ensuring clear and timely communication across the team
Other duties as assigned