NOC Technician II with Voice Troubleshooting Experience

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, candidates must reside within commuting distance of Everett, WA.

The selected NOC Technician II will have prior experience in a network operations center, along with strong voice troubleshooting skills (preferably Metaswitch), including call trace analysis, and creating tickets with third-party vendors. This role is responsible for the day-to-day monitoring of Ziply Fiber's network infrastructure, including documenting and escalating issues, managing customer calls, and maintaining accurate records. The NOC Technician will work closely with other network staff in a collaborative team environment while also handling individual projects independently.

The work schedule for this position will be 10:00 p.m. to 8:00 a.m. Sunday through Wednesday.

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.

Provide second level support to resolve complex, technical problems.
Serve as a mentor and resource to Tier 1 NOC Technicians.
Assist NOC leadership with interviewing candidates as requested.
Provide training to new hires in the NOC.
Monitor network using software and stations provided.
Troubleshoot incidents and events and escalate appropriately.
Provide technical aid to customers, while ensuring a best-in-class customer support experience.
Follow procedures.
Provide 24x7 support for the Ziply Fiber Networks system.
Provide afterhours customer support.
Document fully and to Ziply Fiber Networks standards.
Performs other duties as required to support the business and evolving organization.

Qualifications:
You must have experience in voice troubleshooting (preferably Metaswitch) including call traces, and 3rd party vendor ticket creation.
CCNA, CCNP, JNCIP or JNCIA SCTE, NCTI Certifications preferred.
Knowledge of DWDM, TDM, Ethernet, MPLS and IP routing preferred.
Telecom Network Operations Center experience required.
Knowledge of network protocols and networking technologies required.
Experience and understanding of Cisco Systems switches and routers preferred.
Basic understanding of IPv4 and IPv6 subnet address standards preferred.
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.
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 work various shifts as needed, including weekdays, weekends, swing, and night.

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 20 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.