NOC Supervisor

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences. We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers and each other better. Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary
To be considered for this position, you must live within commuting distance of Everett, WA.

The Supervisor, Network Operations Center (NOC) is responsible for leading the day-to-day monitoring and health of Ziply Fiber's infrastructure. The NOC Supervisor motivates a team environment with other network staff but also works on projects independently. This role is responsible for maintaining and improving uptime performance, growing the NOC team, and overseeing network events and maintenances. Additionally, the training role is expected to build a team of technically adept employees that can maintain and troubleshoot commercial circuits as well as network transport issues that arise. They will be supervising one group of NOC technicians that adhere to a 4 day / 10-hour shift schedule.

The schedule for this position will be 2:00 p.m. to 12:00 a.m. or 10:00 p.m to 8:00 a.m. Wednesday through Saturday.

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.

Be a technical escalation point for a team of Network Operations Center (NOC) Technicians on shift that take voice, commercial, and transport events and contacts.
Lead one of the 4 day / 10-hour weekly shifts that monitor network events, take commercial trouble calls, troubleshoot voice technology issues, and escalate to proper specialist teams within Ziply for large troubleshooting events.
Ensure NOC shift assigned is fully staffed to meet company objectives.
Maintain documentation on the NOC Master Playbook as well as participate in policy and procedure discussions.
Ability to teach technical concepts including network monitoring tools used by Ziply, basic troubleshooting procedures, and technologies across the entire NOC organization.
Ability to produce training materials that will aide other NOC technicians with their ability to perform job functions.
Ability to hold training sessions that teach and inform all members of the NOC staff and report on training programs as well as NOC employee completion.
Communicate affectively for shift handoff activities for both incoming and outgoing shift changes to adhere to a 4 day / 10-hour shift schedule.
Review trouble tickets to ensure proper documentation, updates, and timely resolution.
Ensure timely customer communication and follow-up.
Provide technical aid to customers and internal business partners during an escalation.
Sending of customer notifications quickly to inform our customers about outages, problems, and scheduled maintenances that would affect their service.
Provide root cause analysis to the business and procedural recommendations to mitigate repetition of outage scenarios.
Maintain a safe and healthy work environment.
Provide process improvement recommendations to Manager, Network Operations Center (NOC).
Performs other duties as required to support the business and evolving organization.

Qualifications:
High school diploma or GED required.
Minimum of five (5) years of NOC Tier 1 OR three (3) years as a NOC Tier 2/3 required.
Minimum of two (2) years of leadership experience required; leadership experience in telecom preferred.
Telecom Network Operations Center experience preferred.
Ticket management experience preferred.
Ability to identify and resolve issues effectively.
Skilled in conflict resolution.
Ability to maintain shift scheduling of the NOC team for the coverage of a 4 day / 10-hour weekly schedule.
Ability to adapt to changing conditions and plans with well-reasoned decision and minimal supervision.
Knowledge of network protocols and networking technologies preferred.
Experience and understanding of switches and routers preferred.
Basic understanding of IPv4 and IPv6 subnet address standards preferred.
Basic understanding of Ethernet preferred.
Understanding of fiber optic network infrastructure repair and maintenance principles preferred.
Ability to meet and set short-term and long-term objectives for self and assigned team.
Ability to provide excellent customer service.
Excellent troubleshooting and analytical skills required.
Ability to use NOC tools for issue identification and escalation.
Excellent time management skills and ability to prioritize.
Ability to communicate effectively with all levels within an organization.
Ability to work various shifts as needed, including weekdays, weekends, swing, and night.

Knowledge, Skills, and Abilities:
Strong oral and written communication skills are required.
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.
Strong attention to detail and problem-solving skills are required.
Ability to work as part of a team while performing as an individual.
Ability to sit for long periods of time in a typical office environment.
Ability to lift and carry up to 20 pounds.
Position requires flexibility to work within non-standard business hours. 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.