NOC Technician III

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.

Zayo is seeking a NOC Technician III to be responsible for providing intermediate to advanced levels of support for Zayo's SD-WAN product offerings. Follows standard procedures to ensure needs are addressed uniformly on each interaction. Responsible for providing quick and accurate inbound/outbound communication with customers and 3rd party vendors to resolve support issues in a timely fashion. Focuses on advanced troubleshooting and proactive issue resolution, ensuring swift responses to complex network problems and minimizing downtime. By improving communication during incidents and identifying recurring issues, the Technician fosters trust and boosts reliability.

Responsibilities:

• SD-WAN Configuration and Management: Configure, monitor, and manage SD-WAN solutions, ensuring optimal performance and reliability across various environments.

• Troubleshooting: Perform advanced troubleshooting of network issues, specifically within SD-WAN architectures, identifying root causes and implementing effective solutions.

• Performance Monitoring: Utilize monitoring tools to analyze network performance, proactively addressing issues to minimize downtime and enhance user experience.

• Incident Management: Respond to escalated technical support requests, collaborating with other teams to resolve complex issues in a timely manner.

• Documentation: Maintain detailed documentation of network configurations, changes, and troubleshooting procedures to ensure knowledge transfer and continuity.

• Customer Communication: Provide clear and timely updates to customers regarding incident status and resolution processes, fostering positive relationships and trust.

• Continuous Improvement: Identify and implement process improvements to enhance operational efficiency and service quality.

• Training and Support: Mentor and assist junior NOC staff in troubleshooting techniques and best practices related to SD-WAN technologies.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

• Minimum of three (3) years of experience in a NOC or network support role, with a strong focus on SD-WAN technologies.

• Proficient in configuring and troubleshooting SD-WAN platforms (VeloCloud, Versa, Palo Alto, etc.).

• Strong understanding of networking protocols (TCP/IP, BGP, OSPF, etc.)

• Familiarity with network monitoring tools and incident management systems.

• Relevant industry certifications (e.g., CCNP, CCIE, or equivalent) are a plus.

• Excellent problem-solving abilities, strong communication skills, and a customer-centric mindset.

Base Pay Range: $31.06 - $41.39 USD/hour, commensurate with experience.

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.