Junior Network Operations Center; NOC) Technician

Description

A Smarter Career Choice
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

IQ Fiber is seeking a Junior NOC Technician to join a dynamic and innovative fiber optic internet team. This role is part of a small, versatile team responsible for monitoring, troubleshooting, and supporting IQ Fiber’s network and operational systems, working with Calix and Nokia equipment, GPON and XGS-PON infrastructure, servers, Wi-Fi devices, and other carrier-class network and customer-premises technologies.

The Junior NOC Technician provides technical support to team members and customers through installation, configuration, troubleshooting, and training. This role requires weekend shift coverage (Saturday and Sunday plus three weekdays) and mandatory participation in an after-hours on-call support program. A company vehicle is provided for travel within assigned territories.

• Respond to technical issues through internal and vendor ticketing systems, collaborating with the Customer Support team to ensure timely resolutions.

• Support XGS-PON hardware components by troubleshooting, diagnosing, testing, configuring, and upgrading lab systems, operational systems, data centers, public Wi-Fi, and customer networking equipment.

• Assist in configuring and managing mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs).

• Collaborate with Network Engineers to perform data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to ensure network availability.

• Collaborate with the Outside Plant team to activate fiber cabinets, troubleshoot fiber optic issues, elevate concerns when necessary, and address customer concerns in partnership with the NOC and Customer Support teams.

• Assist in managing team accounts, including onboarding and offboarding processes.

• Coordinate with vendors to implement network solutions and upgrades, ensuring effective and timely communication.

• Track and manage non-customer issues and tasks, maintaining an internal project management tracking board.

• Execute acceptance test plans and provide feedback.

• Acquire and apply the knowledge and skills necessary to configure and manage broadband services.

• Associate’s degree in a technical discipline, or high school diploma with 1-2 years of experience in a technical support role preferred.

• Proven experience and a strong drive to learn all aspects of supporting a fiber internet network as a support technician.

• Proficiency in networking protocols and internet functionality, including the OSI model, DNS, HTTP/HTTPS, DHCP (DORA process), and the TCP/IP stack.

• Knowledge of telecommunications products and services; technical certifications a plus.

• Ability to troubleshoot technical issues with tenacious problem-solving skills, strong attention to detail, and a results-oriented mindset.

• Ability to manage multiple projects and tasks efficiently while working independently in a self-disciplined environment.

• Ability to communicate clearly and professionally with both technical and non-technical audiences in written and verbal formats.

• Ability to prioritize competing demands with strong organizational and documentation skills and a meticulous, detail-oriented approach.

• Commitment to continuous learning and updating technical knowledge.

• Working knowledge of fiber network infrastructure — including XGS-PON systems, Calix equipment, and core networking protocols such as TCP/IP, DHCP, and…