NCC Tier II 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 141,000-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.

Zayo is seeking a NCC Tier II Technician on our Fiber to the Tower team to be responsible for providing excellent customer service to Zayo's key customers. NCC Tier II Technicians will prioritize working hand in hand with customers to fully resolve issues and work collaboratively with partners throughout Zayo to ensure customers' expectations are met and that our customers' services are reliable.

NOTE SCHEDULE:
The successful Candidate must be open to either Night Shift:

• 7am - 7pm CT - Back Half: (Wed/Thurs/Fri/Sat)
• 7am - 7pm CT - Front Half: (Sun/Mon/Tues/Wed)

Responsibilities:

• Monitoring of internal and external networks across a multi-vendor environment.

• Carrying out initial triage diagnosis on faults and proactively escalating issues as required.

• Prioritizing faults to meet SLAs, including resource management of external contractors.

• Providing regular updates to internal stakeholders and external customers on the progress of faults.

• Fault isolation and repair tasks on DWDM, SDH, Dark Fiber, IP, and Ethernet circuits.

• Management of fault receipt, fault identification & logging, support team dispatch, and fault management to resolution.

• Ensuring service availability and Mean Time To Repair (MTTR) targets are met.

• Providing support to the Shift Lead when required.

• Facilities and key sites monitoring and fault management.

• Arranging and coordinating access for suppliers with support team members.

• Providing key metrics and reports as required to senior Operations stakeholders.

Qualifications:

• Minimum of two (2) years of proven NOC experience in the telecommunications industry with a proven record of accomplishment in an operational environment.

• Experienced in DWDM, Fiber & Optical equipment.

• Experience in a multi-vendor environment is essential including Ciena, Cisco, Juniper, ADVA, Alcatel, Nokia, Infinera.

• Knowledge of OSP practices e.g. basic OTDR analysis and fiber repairs.

• Troubleshooting Layer 2/3 trouble tickets on DWDM / SDH and Ethernet networks.

• Pragmatic and analytical approach to problem-solving.

• Confident and able to challenge suppliers and processes.

• Ability to manage in & out-sourced suppliers or partners.

• Comfortable working 24/7 shift patterns, including holidays and nights.

• Excellent communication; written & verbal.

• Outstanding confidence, initiative, and organizational skills.

• Familiarity with Salesforce CRM is desirable.

• Remain flexible and adaptable to any change in business needs or requirements.

Base Pay Range: $25.91 - $34.54 USD/hour, commensurate with experience.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance

• Retirement 401(k) Savings Plan

• Generous paid time off policy including paid parental leave

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.