Network Operations Center (NOC) Technician - IQ Fiber

Summary

Network Operations Center (NOC) Technician

Location: Jacksonville, FL or Remote

Status: Fulltime, Exempt

Reports To: NOC Manager

The Internet is now the heartbeat of our home, but too often Internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber optic fast Internet, transparent pricing, and attentive customer service to deliver a Smarter Internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here. 

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. 

Key Qualifications

• Successful track record in a NOC Technician role. 
• Excellent at issue detection and creative in identifying solutions. 
• Customer support mentality with understanding of the customer journey. 
• Polished written and verbal communication skills with the ability to abstract technical details and effectively communicate to audiences at different levels. 
• Desire to unify and collaborate with teams. 
• Self-starting and self-sufficient. 
• Able to be agile and prioritize competing priorities effectively. 
• Excellent organizational and documentation skills with a detail-oriented and meticulous approach to work. 
• A character of humility, integrity, and patience. 

Description
IQ Fiber’s NOC is seeking a full-time technician. This position involves leveraging cutting edge networking technologies to support a fiber optic Internet startup. You will work as part of a small and versatile team to build a world-class operation that involves working with XGS-PON hardware components, troubleshooting, and monitoring various carrier class network equipment, servers, Wi-Fi devices, and other gear. 
You will support other team members with installation, configuration, troubleshooting, and training. The position is a full-time position that also requires participation in an after-hours on-call support program. This is truly a unique opportunity to get involved in a cutting-edge startup operating in a fast-growing industry. 
 
Responsibilities will include:

• Support XGS-PON hardware components, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment. 
• Administers and develops internal technical knowledge base, training programs, procedural documentation, and troubleshooting documentation. Works across teams to assist in defining, documenting, maintaining, updating, and implementing the knowledge base, productivity, and communication policies and procedures. 
• Manage team accounts, onboarding, and offboarding. 
• Manage internal ticketing system for technical issues. 
• Collaborates with Customer Support team to ensure customer technical support issues are resolved in a timely manner. 
• Configure and manage broadband service and assist in training NOC team members. 
• Configure and manage mass firmware updates to on-premises equipment and OLTs. 
• Assists 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. 
• Work across teams to address customer concerns. 
• Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board. 
• Supports outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues. 
• Incident command. 
• Work with and support vendors to implement network solutions and upgrades, ensure that communication is happening with vendors in an optimal and timely manner, that team members can sufficiently communicate with vendors, and that all vendor matters are being communicated appropriately. 
• Other duties as assigned. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 
 
Education & Experience

• Minimum 2-year networking related degree or equivalent experience. 
• Networking related credentials (i.e. CCNA, CCNP, Network). 
• 1-year telecommunications/fiber optic Internet service experience. 
• Experience working with SNMP, VLANS, DHCP, Static and Dynamic IP Addressing, VPNs, etc. 
• Linux administration. 
• Experience working with and configuring a variety of network and server hardware. 
• Ideal candidate will have experience working with Calix access network equipment, customer premises equipment, and Cloud systems. 

Pay & Benefits
IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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