NOC Technician (Network Operations Center)

Position: NOC Technician (Network Operations Center)

Rate of Pay: $66,772 to $87,662 hourly 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.

· 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.

Preferred Qualifications:

· 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.

Knowledge, Skills, and Abilities:

· 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 25 pounds.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

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.