NOC Technician (Network Operations Center)

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 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:

· 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‑pressure environment.

· Ability to use NOC tools for issue identification and escalation.

· Excellent time‑management and prioritization skills.

· Ability to communicate effectively at all levels within an organization.

· Strong oral and written communication skills.

· Ability to operate office equipment and software, including PCs, Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.

· Ambitious and goal‑oriented.