NOC Technician

First Light Fiber is seeking a technically savvy telecom professional to join our growing Network Operations Center (NOC), working with the most advanced technology in the industry.

The NOC Technician position provides technical support to Enterprise, Carrier, Carrier-Mobility, Wholesale and Residential customers. This position works cross-functionally with customers, internal resources, equipment vendors, carriers, and field operations to resolve issues in production network and telecommunications systems. Participates under general supervision, possesses, and demonstrates basic knowledge and familiarity with assigned job functions and responsibilities, may require training and detailed instructions for assigned tasks as necessary.

This position is B shift, Sunday-Wednesday.

• Operate and support in a 24x7 Network Operations Center; this includes shift work and off-peak coverage.
• Investigate, document, and diagnose trouble calls to resolve service affecting issues across multiple service platforms including but not limited to DSL, T1, Carrier Ethernet and Internet services.
• Participate in a technical call queue. Responsible for documenting information on all incoming calls in a ticketing system to track issue counts and response and resolution time.
• Responsible for taking calls from external departments and collaborate in troubleshooting where that be with Field Services or back-office Engineering.
• Trouble ticket handling (create, resolve, escalate and directing through to resolution).
• Responsible for triage troubleshooting & circuit isolation with reported service affected issues.
• Troubleshooting First Light provided onsite CPE to confirm power, link, port shaping, configuration, events logs, etc.
• Responsible for test calls within triage troubleshooting to isolate reported issue to single user issue or call path or widespread issue affecting larger scope of service.
• Triage troubleshooting from the COLO to the customer handoff device/DMARC over all First Light provided services (copper, Fiber, Type II, NNI services).
• Assigned follow up with tickets after active investigation completed & ticket status is monitoring or needing follow up after repair/restoration completed.
• Assigned follow up with Type II, underlying carrier & tickets dispatched to Field services for follow up thru the life of the ticket.
• Basic CPE configuration & replacement (Hpbx phones, managed routers for Hpbx services).
• Develop extensive knowledge of the Company’s products and services to better assist customers.
• Oversee and participate in network maintenance with support teams; ensure customers are informed of maintenance activities and confirm service restoration after completion of maintenance.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the company.

• Excellent written and verbal communication skills are required. Detail oriented, highly organized.
• Strong solution-finding skills
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends as necessary.
• Be able to follow instructions, take notes and perform tasks consistently.
• Basic knowledge of Ethernet and IP required. Successful candidate will have a fundamental understanding of layers 1-4 of the OSI Model.
• Familiarity with Network Edge, Transport and Access technologies (SONET, DSL, GPON, Active Ethernet).
• Familiarity with one of the following vendors platforms is a plus:
  Adtran, Ciena (One Control), Cyan (Planet Operate), Cisco, Calix, Telco Systems (Edge Genie), Tellabs, Adva, Meta

• Bachelor’s Degree in a technical field with 2-3 years relevant telecommunications experience or associate degree in a technical field with network related coursework.
• 1-5 years of relevant telecommunications/technical customer engagement experience

• Associate level technical certifications are a plus.
• CCNA or similar level industry certification preferred but not required.

First Light, headquartered in Albany, New York,…