NOC Technician with Voice Troubleshooting Experience

Ziply Fiber•Everett, WA

32d•$23 - $28•Onsite

About The Position

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals. We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences. We emphasize our values in all our interactions: Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention. Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers. Innovation and Improvement: We always look for ways to make the experiences of our customers - and each other - better. Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation. Job Summary To be considered for this position, you must live within commuting distance to Everett, WA or Yakima, WA. The selected NOC Technician II will have prior experience in a network operations center, along with strong voice troubleshooting skills (preferably Metaswitch), including call trace analysis, and creating tickets with third-party vendors. This role is responsible for the day-to-day monitoring of Ziply Fiber's network infrastructure, including documenting and escalating issues, managing customer calls, and maintaining accurate records. The NOC Technician will work closely with other network staff in a collaborative team environment while also handling individual projects independently. The work schedule for this position is Sunday through Wednesday from 10:00 p.m. to 8:00 a.m.

Requirements

You must have experience in voice troubleshooting (preferably Metaswitch) including call traces, and 3rd party vendor ticket creation.
Telecom Network Operations Center experience required.
Knowledge of network protocols and networking technologies required.
Experience and understanding of Cisco Systems switches and routers preferred.
Basic understanding of IPv4 and IPv6 subnet address standards preferred.
Ability to provide excellent customer service.
Excellent troubleshooting and analytical skills required.
Ability to use NOC tools for issue identification and escalation.
Excellent time management skills and ability to prioritize.
Ability to communicate effectively with all levels within an organization.
Strong oral and written communication skills are required.
Ability to operate various office equipment such as personal computer, various software programs including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
Ambitious and goal oriented.
Strong attention to detail and problem-solving skills are required.
Ability to work as part of a team while performing as an individual.
Ability to work various shifts as needed, including weekdays, weekends, swing, and night.
Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
Strong verbal and written communication, attention to detail, and organizational skills.
Ability to work within critical deadlines.
Ability to adjust to rapidly changing priorities and schedules.
Ability to provide excellent customer service.
Ability to sit for long periods of time in a typical office environment.
Ability to lift and carry up to 20 pounds.
Applicants must be currently authorized to work in the US for any employer.
Ziply Fiber requires a pre-employment background check as conditions of employment.
Ziply Fiber may require a pre-employment drug screening.
Ziply Fiber is a drug free workplace.

Nice To Haves

CCNA, CCNP, JNCIP or JNCIA SCTE, NCTI Certifications preferred.
Knowledge of DWDM, TDM, Ethernet, MPLS and IP routing preferred.

Responsibilities

Provide second level support to resolve complex, technical problems.
Serve as a mentor and resource to Tier 1 NOC Technicians.
Assist NOC leadership with interviewing candidates as requested.
Provide training to new hires in the NOC.
Monitor network using software and stations provided.
Troubleshoot incidents and events and escalate appropriately.
Provide technical aid to customers, while ensuring a best-in-class customer support experience.
Follow procedures.
Provide 24x7 support for the Wholesail Networks system.
Provide after hours customer support.
Document fully and to Wholesail Network's standards.
Performs other duties as required to support the business and evolving organization.

Benefits

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

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