NOC Technician with Voice Troubleshooting Experience

Job Description

Job Description

Position : NOC Technician II (Network Operations Center)

$23.00 to $28.00 hourly DOE

Comprehensive health benefits include - 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.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are

delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by

mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT,

so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide

customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions :

Genuinely Caring : Our customers and colleagues are people, and quite possibly our neighbors. We put

ourselves in their shoes and give them our full attention.

Empowering You : We empower our customers to choose the products that best meet their needs, and

we support our employees to implement solutions that elevate the experiences of our customers and

coworkers.

Innovation and Improvement : We always look for ways to make the experiences of our customers –

and each other – better.

Earning Your Trust : We earn trust by communicating simply and transparently as real people, not as a

corporation.

Job Summary

To be considered for this position, you must live within commuting distance to Everett, WA or Yakima, WA.

The selected NOC Technician II will have prior experience in a network operations center, along with strong voice troubleshooting skills (preferably Metaswitch), including call trace analysis, and creating tickets with third-party vendors. This role is responsible for the day-to-day monitoring of Ziply Fiber's network infrastructure, including documenting and escalating issues, managing customer calls, and maintaining accurate records. The NOC Technician will work closely with other network staff in a collaborative team environment while also handling individual projects independently.

The work schedule for this position is Sunday through Wednesday from 10 : 00 p.m. to 8 : 00 a.m.

Essential Duties and Responsibilities :

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee

and not intended to reflect all duties performed.

• Provide second level support to resolve complex, technical problems.
• Serve as a mentor and resource to Tier 1 NOC Technicians.
• Assist NOC leadership with interviewing candidates as requested.
• Provide training to new hires in the NOC.
• Monitor network using software and stations provided.
• Troubleshoot incidents and events and escalate appropriately.
• Provide technical aid to customers, while ensuring a best-in-class customer support experience.
• Follow procedures.
• Provide 24x7 support for the Wholesail Networks system.
• Provide after hours customer support.
• Document fully and to Wholesail Network’s standards.
• Performs other duties as required to support the business and evolving organization.

Qualifications :

including Microsoft Office applications (Excel, Outlook, Visio), and telephone systems.

Knowledge, Skills, and Abilities :

situations.

Work Authorization

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available

for this position.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to

successfully perform the essential functions of this job. Reasonable accommodations may be made to

enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending,

stooping, sitting, walking, or standing for prolonged periods of time; most of the time is spent sitting in a

comfortable position with frequent opportunity to move about. The employee must occasionally lift and / or

move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision,

color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work is performed in an office setting with exposure to computer screens and requires extensive use of a

computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office

setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees

may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply

Fiber. In holding outside employment or self-employment, employees should ensure that participation

does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of

race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the

presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may

require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.

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