NOC Technician

FirstLight 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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 Firstlight 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 Firstlight 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 restoral 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.

QUALIFICATIONS, KNOWLEDGE, and SKILLS:

• 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:

o Adtran, Ciena (One Control), Cyan (Planet Operate), Cisco, Calix, Telco Systems (EdgeGenie), Tellabs, Adva, Meta

EDUCATION and/or EXPERIENCE:

• 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

CERTIFICATES, LICENSES, REGISTRATIONS:

• Associate level technical certifications are a plus.

• CCNA or similar level industry certification preferred but not required.

About FirstLight:

FirstLight, headquartered in Albany, New York, provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments..

FirstLight is committed to cultivating and preserving a culture of diversity, and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.