NOC Technician (Network Operations Center)

Position: NOC Technician (Network Operations Center)

Rate of Pay: $66,772 to $87,662 annually DOE

Benefits: 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.

Ziply Fiber is a local internet service
provider dedicated to elevating the connected lives of the
communities we serve. We offer the fastest home internet in the nation,
a refreshingly great customer experience, and affordable plans
that put customers in charge.

As our state-of-the-art fiber
network expands, so does our need for team members who can help us grow and
realize our goals.

Our Company Values:

- Genuinely Caring: We treat customers and colleagues like
neighbors, with empathy and full attention.

- Empowering You: We help customers choose
what is best for them, and we support
employees in implementing new ideas and solutions.

- Innovation and Improvement: We constantly seek ways to improve how
we serve customers and each other.

- Earning Your Trust: We build trust through clear,
honest, human communication.

Job Summary

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.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed
below are a range of duties performed by the employee and not intended to
reflect all duties performed.

Systems
Monitoring & Operations

· 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.

Technical
Troubleshooting & Documentation

· 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

Customer &
Support Interaction

· 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

Process Adherence

· Serve as a mentor and resource to Associate NOC
Technicians.

· Adherence to the processes and policies in the
NOC master playbook

· Follow procedures.

Other Duties

· Performs
other duties as required to support the business and evolving organization .

Required Qualifications:

· 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:

o IP
Routing/Switching

o Optical
Transport

o VOIP

o 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.