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.
Position Description
Service Assurance NOC Technician III will be the final escalation point regarding customer issues beyond circuit and physical trouble. This position will support customers through to completion of their issues and help guide them toward resolution in any Zayo Service Assurance supported product or beyond. The Tier 3 NOC technician will be the main POC for multi-site and multi-customer outages and will supply updates to Zayo leadership, and customers alike. This technician will also be the liaison between the NOC and Engineering teams. Lastly, you will use your expert knowledge to establish the root cause of customer issues.
Job Responsibilities:
- Primary escalation point for issues that are unable to be resolved by Tier-1 and Tier-2 support technicians
- Responsible for advanced troubleshooting of supported services
- Create training for Tier-1 and Tier-2 Support Technicians
- Responsible for escalating issues that are unable to be resolved by Tier-3 to Engineering
- Act as an escalation point for Tier-2 Support Technicians
- Updating documentation for support-related processes and procedures (SOPs)
- Maintaining Service Level Agreements (SLAs) and Service Level Objective (SLOs) on escalated incidents
- Accurately documenting and classifying client requests and incidents
- Providing courteous and professional communication with internal departments, customers, and vendors
- Ensuring QOS Networks' support standards are followed from beginning-to-end for each client and internal department interaction
- Responsible for requesting and reviewing Root Cause Analysis (RCA) and Reason for Outage (RFO)
- Perform proactive maintenance based on historical reporting and trends
- Perform daily shift-driven tasks assigned by the NOC Management
- Provide coverage, as needed, for the NOC Tier-1, and Tier-2 teams
Required Qualifications:
- Quickly assess and understand customers issues and business impact
- Ability to effectively triage communications and outages between various parties
- Experience working in a Support/Technical Assistance Center (TAC) team
- Advanced networking knowledge required (OIS model, IP subnetting, etc.)
- Advanced routing Knowledge and experience required (BGP, EIGRP)
- VLAN configuration and troubleshooting required
- Ability to reproduce customer reported issues in the lab environment, work with Engineering and Vendors to verify any fixes before they are rolled out to our customers
- Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issues
- Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.) a plus. Linux and shell scripting skills such as log reading and performance testing a plus
- CCNA required
- CCNP a plus
- Minimum 5 years working experience in an Enterprise network support environment
- Minimum 2 years working experience in a Tier 3 / escalated team environment
- Working knowledge of SD-WAN products and services
Work Schedule/Shift:
- This position requires shift work
- 24x7x365 - shifts and days availability may vary
Base Hourly Rate range: $31.25 - $41.00, commensurate with experience
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Benefits, Rewards & Wellness
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Fitness membership discounts
- 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.
