NCC Tier I Technician

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Zayo is seeking a Global Network Operations NOC I who is an entry level technician that will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of Layer 1 products and services offered by Zayo.

Responsibilities:

• Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner.
• Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
• Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
• Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency.
• Escalate/Assign tickets to appropriate teams, leads and managers.
• Perform direct communications to customers for updates as necessary.
• Resolve customer inquiries, if possible, by utilizing documented processes.
• Professionally manage difficult and/or emotional customer situations.

Qualifications:

• High School Diploma required.
• Must be able to pass a background screening.
• Zero to one (0-1) years of experience troubleshooting and maintaining SONET and DWDM networks.
• Zero to one (0-1) years of customer service experience (NOC environment is preferred.)
• Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment preferred.
• Ability to navigate multiple computer systems/applications simultaneously.
• Knowledgeable with G-Suite applications.
• Excellent written and verbal communication skills.
• Requires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
• Ability to work in a fast paced environment.
• Active Listening.
• Data Entry Skills.
• Attention to detail.
• Good time management skills.
• Salesforce experience is a plus.

Estimated base pay range for this role is $26.00 - $28.00 USD / hour

The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

As part of the application, hiring, onboarding, and/or employment process, Zayo or its affiliates, partners, and vendors may collect, store, and use biometric identifiers and biometric information (collectively, “Biometric Data”), such as fingerprints, facial geometry scans or other unique biological characteristics. Zayo uses CLEAR1, a third-party identity verification service, to verify applicant identity during the hiring process. CLEAR1 may collect Biometric Data, including facial geometry scans and/or other biometric identifiers, to authenticate your identity. Biometric Data will be retained pursuant to CLEAR1’s policies, which can be found here: https://www.clearme.com/clear1-credential-policy-crp. Zayo will not sell, lease, trade, or otherwise profit from any applicant's or employee's Biometric Data. By proceeding with your application, you acknowledge this disclosure. Prior to any collection of Biometric Data — including through CLEAR — you may be presented with a separate consent form and asked to provide your written authorization in accordance with applicable federal, state, and local laws, including the Illinois Biometric Information Privacy Act (BIPA), the Texas Capture or Use of Biometric Identifier Act (CUBI), and other applicable biometric privacy statutes.