Job Description
Job Description
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 position requires that work be performed on-site, so candidates must reside within commuting distance of Everett, WA.
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:
· Telecom Network Operations Center experience.
· 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