NOC Technician

Ziply Fiber

1d•$66,772 - $87,662•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. The NOC Technician is responsible for the day-to-day monitoring of Ziply Fiber Network infrastructure. This role is responsible to monitor, document, escalate problems, and receive customer calls. The NOC Technician spends a great deal of time working in a team environment with other Network staff but also works on projects independently. The work schedule for this position is Sunday through Wednesday from 10:00 p.m. to 8:00 a.m.

Requirements

High school diploma or GED.
Associate degree in a related field, or an equivalent combination of training, education, and experience.
Intermediate knowledge of network topology.
Intermediate knowledge of internet routing protocols (OSPF, BGP, etc.).
Intermediate knowledge of VOIP technologies (SIP, TDM, etc.).
Intermediate understanding of the basic operation of routers and switches.
Intermediate knowledge of data networking architectures and IP protocols, including Voice, Video, OSI 7-layer model, TCP/IP, Optical Networking, and general data networking.
Ability to perform initial troubleshooting and technical analysis of reported issues.
Basic understanding of contributing as an individual within a dynamic operations team and aligning with team and organizational goals.
Intermediate knowledge in at least one of the following areas: IP Routing/Switching Optical Transport VOIP POTS
Experience working with switches and routers.
Strong customer service skills.
Troubleshooting and analytical skills.
Ability to thrive in a high-pressure environment.
Ability to use NOC tools for issue identification and escalation.
Excellent time-management and prioritization skills.
Ability to communicate effectively at all levels within an organization.
Strong oral and written communication skills.
Ability to operate office equipment and software, including PCs, Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
Ambitious and goal-oriented.
Strong attention to detail and problem-solving abilities.
Ability to work both independently and as part of a team.
Ability to work various shifts as needed, including weekdays, weekends, swing, and night shifts.
Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Nice To Haves

CCNA, CCNP, CCNT, JNCIP, JNCIA SCTE, NCTI, or related industry Certifications.
Telecom Network Operations Center experience.
Basic understanding of IPv4 and IPv6 subnet address standards

Responsibilities

Monitor the overall health and availability of all systems from the Network Operations Center.
Monitor network using software and tools provided.
Provide shift support for the Ziply FiberNetwork system.
Provide second level support to resolve technical problems.
Experience in phone support and troubleshooting of client communication networks.
Troubleshoot/analyze incidents and events and escalate appropriately.
Intermediate knowledge with documentation of processes, procedures, and systems.
Quickly adapt to a fast-paced job addressing a wide range of issues.
Ability to send out initial customer impact notification for affected customers.
Provide technical aid to customers, while ensuring a best-in-class customer support experience.
Great customer service skills.
Serve as a mentor and resource to Associate NOC Technicians.
Adherence to the processes and policies in the NOC master playbook.
Follow procedures.
Performs other duties as required to support the business and evolving organization