Network Operations Engineer

Position Title:

Network Operations Engineer

Base Salary: $70,000 to $108,000 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.

• 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.

The Network Operations Engineer is responsible for the day‑to‑day monitoring of Ziply Fiber Network infrastructure. This position is responsible to monitor, document, and escalate problems, and receive customer calls. The Network Engineer spends a great deal of time working in a team environment with other Network staff but also works on projects independently, and resolves customer impacting events.

• Monitor the overall health and availability of all systems from the Network Operations Center.
• Monitor network using software and tools provided.
• Troubleshoot, remediate incidents/events and escalate appropriately.
• Ability to investigate and remediate/escalate complex intermediate issues.
• Able to lead an outage bridge.
• Provide shift support for the Ziply Fiber Network Systems.

• Advanced experience in phone support and troubleshooting of client communication networks.
• Advanced knowledge with documentation of processes, procedures, and systems.
• Ability to train junior technicians on all network topology and infrastructure maintained by NOC.
• Adherence to the processes and policies in the NOC master playbook.

• Advanced communication and presentation skills written and verbal forms.
• Provide technical aid to customers, while ensuring the best‑in‑class customer experience.
• Great Customer Service skills.

• Ability to thrive in a high pressure environment.
• Good organizational skills.

• Performs other duties as required to support the business and evolving organization.

• High school diploma or GED.
• Minimum of three (3) years of end‑to‑end telecommunications support experience in a technical operations environment.
• Advanced knowledge of network topology.
• Advanced knowledge of internet routing protocols (OSPF, BGP, etc.).
• Advanced knowledge of VOIP technologies (SIP, TDM, etc.).
• Advanced knowledge of routers, switches, and IP routing/switching.
• Advanced 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 read and interpret network diagrams and perform fault analysis.
• Advanced troubleshooting skills using tools such as nslookup, ping, trace route, ipstat, tcpdump, curl, log analysis, Remedy, etc.
• Advanced knowledge of TDM and Optical Transport technologies.
• Knowledge of OLT/ONT, system environmental controls, pseudo wire, Ethernet, and POTS.
• Ability to lead outage bridges and cross‑functional teams.
• Ability to collaborate effectively with cross‑functional teams to resolve complex issues.
• Ability to investigate, remediate, and escalate complex issues.
• Strong written and verbal communication skills.
• Strong organizational skills and excellent time‑management and prioritization abilities.
• Ability to use NOC tools for issue identification and resolution.
• Ability to communicate effectively at all levels of the organization.
• Proficiency with office equipment and software, including PCs, Microsoft Office (Excel, Outlook, Visio), and telephone systems.
• Strong attention to detail and problem‑solving skills.
• Ability to work independently and as part of a team.
• Ability to work various shifts, including weekdays, weekends, swing, and night shifts.

• Bachelor’s degree in a relevant field.
• CCNA, CCNP, CCNT, JNCIP, JNCIA SCTE, NCTI, or related industry Certifications.
• Telecom Network Operations Center experience.