IPTAC Engineering Technician

Zayo Group provides mission-critical bandwidth to impactful companies and is seeking an IPTAC Engineering Technician to serve as the highest level of technical support within the Network Control Center. The role involves in-depth troubleshooting of network issues, managing escalated repairs, and supporting the team to ensure network availability and restoration commitments are met.

Responsibilities:

• Technical Escalation : The primary function of the TAC Technician will be to serve as the highest level of technical support within the NCC (Network Control Center) organization teams, serving as a technical escalation point to NCC technicians, and is responsible for engaging the vendor and high-level customer contacts when necessary
• Network Fault Management : The TAC Technicians will be expected to perform fault isolation and repair on Ethernet and IP platforms, particularly on widespread outages or escalated issues by NCC and identify trends in hardware performance and configuration
• Project Management : The TAC Technician is responsible for managing and completing special projects as assigned. These special projects may include (but are not limited to) network software upgrades, network audits, network configuration changes, creation of network tools & automation scripts, testing of network technologies & configurations, and other projects as assigned. The Tier III Technician will be expected to compile project plans & schedules, and regularly report on progress status. (TAC function)
• Technical Training : The TAC Technician is responsible for supporting and cross-training IP ETH NCC technicians, compiling training documentation and delivering training courses to technicians as needed
• Network Documentation : The TAC Technician will be responsible for creating and updating network documentation and drawings. Candidates should have strong Visio and written skills
• Network Performance Management : The TAC Technician is responsible for maintaining, updating performance monitoring, and management systems, including backup of network element configurations, graphing, logging and alarming. (TAC function)
• Vendor Management : Collaborates with Operations Engineering for vendor related issues & escalations. Review Vendor Bulletins (PCNs), publish impact statements and create plans for implementation of PCNs if applicable and in the best interests of the company. Track open issues with vendors to resolution and provide regular readouts on open vendor issues and recommendations for upgrades or removal/replacement of vendor technologies. (TAC function)
• Additional Duties as Needed : The TAC Technician will be called upon to assist in other special duties and assistance as the business needs demand

Requirements:

• Minimum of five to eight (5-8) years of experience in high level technical support roles troubleshooting and repairing Ethernet & IP networks that are delivered over fiber
• Intimate knowledge of the Layer 2 and Layer 3 carrier networks and networking protocols and services including STP, REP, VLANs, ERP (G.8031/2) MPLS L2 / L3, DIA, VPLS, IPVPN, ISIS, BGP, OSPF, and DDOS
• Bachelor of Science degree (B.S.) or equivalent from a four-year university or technical school and five to eight (5-8) years related experience
• Excellent communication skills, both verbal and written
• Great customer service skills
• Effective problem solving and interpersonal skills
• Basic knowledge of Microsoft Word, Excel, and Visio
• Professional certifications (Cisco, Juniper, Nokia, Ciena, Accedian) are preferred