Network Operations Center (NOC) Technician

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IQ Fiber

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🛍️ eCommerce

📡 Telecommunications

🚗 Transport

💰 Private Equity Round on 2023-05

eCommerce • Telecommunications • Transport

IQ Fiber is a provider of high-speed, 100% fiber-optic internet services focused on delivering reliable and fast internet solutions to residential and business customers. They offer a variety of pricing plans without hidden fees, contracts, or data caps. IQ Fiber ensures exceptional performance through professional installation, continuous monitoring, and customer support, making it easier for users to manage their home networks with features like their Smart WiFi app.

📋 Description

• Support XGS-PON hardware, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment • Serve as incident commander for network incidents, coordinating triage, escalation, response, and stakeholder communication through to resolution • Own post-incident documentation, author official retrospectives and Reason for Outage reports, capturing root cause, timeline, impact, and corrective actions • Develop and maintain the internal knowledge base, training programs, and procedural documentation, partnering across teams to keep policies and procedures current • Manage team accounts, onboarding, and offboarding • Manage internal ticketing system for technical issues • Collaborate with the Customer Technical Support team to ensure issues are resolved within SLA • Configure and manage broadband service • Deploy and manage mass firmware updates to on-premises equipment and OLTs • Assist Network Engineers in performing data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to support network availability • Remotely support onsite technicians and escalate issues when necessary • Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board • Support the outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues • Coordinate with vendors to implement network solutions and upgrades, ensuring clear and timely communication across the team

🎯 Requirements

• Minimum 1-year telecommunications/fiber-optic internet experience • Proven experience in a NOC or network operations role, with the ability to work independently and own outcomes • Excellent at issue detection and creative in identifying solutions • Customer support mentality with understanding of the customer journey • Crisp, high-signal communicator who distills complex issues into plain language and delivers clear, timely updates • Desire to unify and collaborate with teams • Able to be agile and balance competing priorities effectively • Excellent organizational and documentation skills with a detail-oriented and meticulous approach to work • A character of humility, integrity, and patience • Hands-on troubleshooting across network and fiber-access technologies, including the ability to diagnose and resolve issues with minimal supervision • Demonstrated ability to lead incident response from detection through resolution • Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, SNMP, static and dynamic IP addressing, and VPNs • Linux administration fundamentals

🏖️ Benefits

• Competitive salary • Flexible working hours