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.

As our state-of-the-art fiber network expands, so does our need for team members who can help us grow and realize our goals.

Our Company Values:

• 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.
  

Job Summary

The Network Operations Engineer is responsible for the day-to-day monitoring of Ziply Fiber Network infrastructure. This position is responsible to monitor, document, 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 resolution of customer impacting events.

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.

Network Monitoring & Incident Management

· 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.

· Abiity to investigate and remediate/escalate complex intermediate issue.

· Able to lead an outage bridge.

· Provide shift support for the Ziply Fiber Network Systems.

Technical Expertise & Documentation

· Advanced experience in phone support and troubleshooting of client communication networks.

· Advanced knowledge with documentation of processes, procedures, and systems.

· Advanced knowledge with documentation of processes, procedures, and systems. (duplicate — included as provided)

· 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.

Communication & Customer Service

· Advanced comminication and presentation skills written and verbal forms.

· Provide technical aid to customers, while ensuring the best-in-class customer experience.

· Great Customer Service skills.

Professional Skills & Working Environment

· Ability to thrive in a high pressure environment.

· Good organizational skills.

Other Duties

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

Required Qualifications:

· 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, traceroute, 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.

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