Position Title: Associate NOC Technician (Network Operations Center)
Rate of Pay: $19.00 to $33.49 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 Associate Network Operations Center (NOC) Technician is responsible for the day-to-day monitoring of Ziply Fiber networks infrastructure. This position is responsible to monitor, document, escalate problems, and receive customer calls. The Associate 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/systems alarms and create tickets for associated issue to dispatch to required group for resolution.
Provide shift support for the Ziply Fiber networks system.
Technical Troubleshooting & Documentation
Basic knowledge with methodical, Logical, and process driven troubleshooting skills using tools such as nslookup, ping, traceroute, ipstat, tcpdump, curl, log analysis, remedy, etc.
Basic knowledge with documentation of processes, procedures, and systems
Customer & Support Interaction
Receive inbound support requests via email, phone, and chat.
Great customer service skills.
Quick to adapt to a fast pace job addressing a wide range of issues.
Process Adherence
Adherence to the processes and policies in the NOC master playbook.
Other Duties
Performs other duties as required to support the business and evolving organization.
Required Qualifications:
High school diploma or GED.
Basic knowledge of network protocols and network topology.
Basic knowledge with troubleshooting internet routing protocols ( OSPF,BGP,etc).
Basic knowledge with VOIP (SIP,TDM, etc).
Basic knowledge with the operation of routers and switches.
Ability to thrive in a high pressure environment.
Ability to provide excellent customer service.
Ability to use NOC tools for issue identification and escalation.
Time management skills and ability to prioritize.
Ability to communicate effectively with all levels within an organization.
Oral and written communication skills.
Ability to operate various office equipment such as personal computer, various software programs including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.
Ambitious and goal oriented.
Attention to detail and problem-solving skills.
- Ability to work as part of a team while performing as an individual.
Ability to work various shifts as needed, including weekdays, weekends, swing and night.
Preferred Qualifications:
- Telecom Network Operations Center experience.
- Basic experience and understanding of switches and routers.
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.
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.
