NOC Technician

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Position Description

This position is primarily responsible for identifying and isolating network faults and providing problem resolution. The Tier I Technician will assist customers with segmentation and repair of circuit troubles within our client networks. The role will be responsible for evaluating the network or customer trouble, performing troubleshooting and isolation, ordering replacement part(s) as necessary, creating a change request if applicable, and working with the field operations staff to initiate final repair. The Tier I Technician will also support other NCC team members in training, reviewing technical bulletins and job aides to determine equipment firmware upgrade requirements. The role will perform a critical function within the network repair process and can ultimately impact the NCC’s ability to meet network availability and time to repair commitments made to our customers. The position has daily expectations, but is primarily driven by network faults in the Zayo Fiber Solutions (Fiber, Facilities, FTT and private) networks that require a greater attention to detail and management from a technical resource.

Responsibilities

• Network Fault Management: Perform transport equipment/EMS fault isolation and repair.
• Customer Trouble management: Accept customer phone calls for circuit troubles, isolate fault location, and repair fault faults if located on our clients network. Provide regular updates to the customer on circuit status.
• Workload Management: Ensure all appropriate equipment alarms/tickets are being captured. Actively monitor the network and effectively transition open issues to other NCC shifts, as necessary.
• Materials Management: Creation of part requests and coordination of spare part delivery and replacement.
• Technical Escalation: Is responsible for supporting and cross-training other PN NCC technicians, and escalating to next level of technical support (Tier II, Tier III, vendor) as necessary.
• Network Performance Management: Is responsible for engaging equipment vendor support, engaging Tier II / Tier III support, performing hardware/software upgrades, and validating equipment backups.
• Proactive and Preventive Maintenance: Is proactively seeking and identifying potential network problems and addressing these issues before becoming service affecting events.
• Professionally manage difficult and/or emotional customer situations.
• Responds promptly to customer needs.
• Solicit customer feedback to continually improve service.
• Respond to requests for service and assistance and meet customer commitments.
• Actively monitor network equipment and facilities ensuring prompt response to environmental and potential customer traffic interrupting alarms. Alarms will be addressed and documented in trouble tickets with notifications issued to internal organizations, and to customers, where applicable.
• Open/Close Network Trouble Tickets: Is responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets.

Qualifications

• Ability to follow Event Management processes by effectively managing a service affecting event to include fault isolation and troubleshooting, engaging necessary groups or personnel in a timely manner, prompt technical or management escalation and notification, prioritizing tasks, coordination of efforts of personnel or groups, alarm history and research, alt-routing research and implementation, identifying affected equipment and affected customer circuits, accurate event documentation, and maintaining current updates.
• Ability to investigate network outages to determine root cause, and provide recommendations for changes in processes and procedures, or network configuration to prevent recurrence of similar outages in the future.
• Responsible for thoroughly reviewing and understanding parameters of network scheduled maintenance and to authorize, conduct, supervise or monitor network maintenance activities in conjunction with other internal or external groups.
• Ability to act professionally at all times with customers.

Rewards

• Competitive compensation
• Excellent benefits including health, dental, vision, 401 (k), disability and life insurance
• Fitness membership discounts
• Generous paid time off policy including paid parental leave

Benefits, Rewards & Wellness

• Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee

• Sales Incentive Plan - Full-time Zayo sales employees are also eligible for discretionary incentive cash compensation through our Sales Incentive Plan

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Fitness membership discounts

• Generous paid time off policy including paid parental leave

Please note, in accordance with Zayo's commitment to providing and maintaining a workplace free of recognized hazards, all U.S. and Canadian employees and any employee, vendor, customer, or visitor who enters a Zayo office or facility in the U.S. and Canada must be fully vaccinated against COVID-19 and provide proof of such vaccination. If you are hired by Zayo, you will be required to provide proof of vaccination or have a valid religious or medical reason not to be vaccinated.