Note: The job is a remote job and is open to candidates in USA. IQ Fiber is a provider of 100% fiber-optic high-speed internet. They are seeking a Network Operations Center (NOC) Technician to operate and support their multi-state fiber network, focusing on troubleshooting and resolving network issues to ensure customer satisfaction.
Responsibilities
- 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
- Other duties as assigned
Skills
- 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
- 2-year networking-related degree or equivalent experience
- Networking related credentials (i.e. CCNA, CCNP, Network+)
- Experience working with Operion NMS Software
- Experience working with and configuring a variety of network and server hardware
- Familiarity with the NOC tool stack: monitoring (Checkmk), access network (Calix CMS/SMx, Nokia Altiplano), incident management (Rootly), ticketing (gaiia, or Jira/ServiceNow), and collaboration and documentation (Microsoft Teams, Slack, Notion)
- Familiarity with ITIL Incident, Problem, and/or Change Management processes
- Solid grasp of routing and switching fundamentals, including BGP and common IGPs
- Proficiency in macOS, Linux, or other UNIX-based operating systems
- Scripting or automation familiarity (e.g., Python, Ansible) a plus
Company Overview