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.