NOC Technician (Network Operations Center)

Ziply Fiber•Everett, WA

18h•$66,772 - $87,662

About The Position

The NOC Technician monitors Ziply Fiber’s network infrastructure and system health from the Network Operations Center. The role involves documenting and escalating problems, providing second-level technical support, and receiving customer calls. Technicians work closely with other network staff and also complete projects independently. They provide shift support for the network, help notify affected customers, and support customers while maintaining a high-quality service experience. The position also includes following NOC processes and policies and mentoring Associate NOC Technicians.

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 such as OSPF and BGP.
Intermediate knowledge of VOIP technologies such as SIP and TDM.
Intermediate understanding of the basic operation of routers and switches.
Intermediate knowledge of data networking architectures and IP protocols, including Voice, Video, the 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, or 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.

Responsibilities

Monitor the overall health and availability of systems from the Network Operations Center.
Monitor the network using provided software and tools.
Provide shift support for the Ziply Fiber network system.
Provide second-level support to resolve technical problems.
Troubleshoot and analyze incidents and events, and escalate them appropriately.
Document processes, procedures, and systems.
Send initial customer impact notifications to affected customers.
Provide technical assistance to customers while ensuring a strong customer support experience.
Mentor and serve as a resource to Associate NOC Technicians.
Adhere to processes and policies in the NOC master playbook and follow procedures.
Perform other duties as required to support the business and evolving organization.