Global Network Operations NOC Tier III (FTT)

| Greater Boulder Area
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Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 133,000-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.

SUMMARY:

This position is primarily responsible for identifying and isolating network troubles and performs permanent repairs and assists customers with isolation and repair of circuit troubles within the Zayo Fiber to the Tower network. The technician will evaluate the network or customer trouble, perform troubleshooting & isolation, order replacement part(s) as necessary, create a change request if applicable, and work with the field operations staff to perform final repair. This technician will also support the other FTT NCC technicians in providing training, technical bulletins, and job aides by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities include the following. Other duties may be assigned.

Network Fault Management: Performs Fiber to the Tower and transport equipment/EMS fault isolation and repair.

Customer Trouble management: Accepts customer phone calls for circuit troubles, isolate fault location, and repair fault faults if located on the Zayo network. Provide regular updates to the customer on circuit status. 

Workload Management: Ensures all appropriate equipment alarms/tickets are being captured. Is actively monitoring the network and effectively transitioning open issues to other NCC shifts, as necessary.

Materials Management: Creation of part requests and coordination of spare part delivery and replacement.

Technical Escalation: Is responsible for supporting and cross-training other FTT NCC technicians, and escalating to next level of technical support (Tier II, Tier III, vendor) as necessary.

Network Performance Management: Is responsible for engaging equipment vendor support, engaging Tier II / Tier III support, performing hardware/software upgrades, and validating equipment backups.

Pro-active and Preventive Maintenance: Is proactively seeking and identifying potential network problems and addressing these issues before becoming service affecting events.

Customer Service

  • Manages difficult or emotional customer situations.
  • Responds promptly to customer needs.
  • Solicits customer feedback to improve service.
  • Responds to requests for service and assistance.
  • Meets customer commitments.

Alarm Monitoring and Response/Network Fault Management: Is actively monitoring network equipment and facilities ensuring prompt response to environmental and potential customer traffic interrupting alarms. Alarms will be addressed and documented in trouble tickets with notifications issued to internal organizations, and to customers, where applicable.

Open/Close Network Trouble Tickets: Is responsible for alarm response and trouble ticket assignment, resolving open trouble tickets, pursuing resolution to closure on all open tickets.

Event Management Support: Has ability to follow Event Management processes by effectively managing a service affecting event to include fault isolation and troubleshooting, engaging necessary groups or personnel in a timely manner, prompt technical or management escalation and notification, prioritizing tasks, coordination of efforts of personnel or groups, alarm history and research, alt-routing research and implementation, identifying affected equipment and affected customer circuits, accurate event documentation, and maintaining current updates.

Post Event Analysis: Has ability to investigate network outages to determine root cause, and provide recommendations for changes in processes & procedures, or network configuration to prevent recurrence of similar outages in the future.

Conducting Scheduled Network Maintenance: Is responsible for thoroughly reviewing and understanding parameters of network scheduled maintenance and to authorize, conduct, supervise or monitor network maintenance activities in conjunction with other internal or external groups.

OTHER SKILLS AND ABILITIES:

  • Possess strong analytical, technical, and customer skills and be able to effectively multitask, working on several customer or network issues simultaneously. 
  • Customer service and network repair are critical functions within the Network Control Center and can ultimately impact the NCC’s ability to meet Network Availability and Restoration commitments made to our customers, impacting corporate revenues and crucial customer relationships.
  • Highly skilled in all network platforms to include: SONET ADM, DCS/DACS, M13 Multiplexer, and DWDM, IP, and Ethernet technologies.
  • Detailed technical skills and knowledge of network equipment, including but not limited to SONET, DWDM, Asynchronous, and other fiber optic electronics equipment. 
  • Experience working with and troubleshooting Ethernet and TCP / IP networks. Ability to solve complex technical problems in a timely manner.
  • Excellent communications skills to interact with customers, contractors and internal organizations to solve customer and network problems.

OTHER QUALIFICATIONS:

Must have at least 4 years’ experience working in a Transport NOC environment and have working knowledge of SONET and DWDM equipment; Wireless Backhaul Services; Ethernet Technology.

Rewards

  • Competitive compensation

    • Base salary range in CO: $35-$40/hour

    • Annual Incentive Plan (AIP) - Full-time Zayo employees are also eligible for discretionary AIP which is based on the performance of the Company, an employee’s business segment, and the individual employee

    • Excellent benefits including health, dental, vision, 401 (k), disability and life insurance

  • Fitness membership discounts

  • Generous paid time off policy including paid parental leave


Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ApexLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • SalesforceCRM

Location

Our Boulder campus is located in the 29th Street Mall where employees can benefit from access to restaurants, retail, fitness and more!

What are Zayo Perks + Benefits

Zayo Benefits Overview

Zayo Group is committed to providing our employees with a benefits program that is both comprehensive and competitive. Our benefits program offers health care, dental and vision coverage, as well as financial secruity to our employees and their families.

Culture
Volunteer in local community
Partners with Nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Flexible Spending Accounts (FSAs) enable you to put aside money for important expenses & help reduce your income taxes at the same time. Zayo employees can contribute up to $2,650 annually.
Disability Insurance
If you are out of work for an extended period or time due to a disabling injury or illness, disability insurance covers 60% of annual salary up to $5000 monthly maximum payout.
Dental Benefits
Dental exams can help you & your dentist detect problems in the early stages when treatment is simpler & costs are lower. Regular exams are an important part of maintaining your medical health.
Vision Benefits
The vision plan covers routine eye exams and also pays for all or a portion of the costs of glasses or contact lenses if you need them.
Health Insurance Benefits
Each person's health care needs are different. That's why our medical plan offers multiple options (3) so that you can choose the coverage level best-suited to your personal situation.
Life Insurance
Your family depends on your income for a comfortable lifestyle and for the resources necessary to make their dreams a reality! Zayo offers Basic Term Life and AD&D as well as supplemental insurance.
Wellness Programs
Team workouts
Do you love working out? So do we which is why Zayo offers access to group fitness sessions and company-sponsored events, such as the B Strong Ride.
Retirement & Stock Options Benefits
401(K)
Zayo Group offers a 401(k) plan through Fidelity. Eligible employees may join the plan as soon as administratively feasible after their date of hire and may contribute up to the IRS limit of $19,000.
401(K) Matching
Zayo matches 50% of employee contributions up to 4% with a cap at 2% match.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Zayo provide 12 weeks paid maternity leave, 2 weeks paid paternity leave, and 4 weeks paid adoptive/foster leave.
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Zayo Group offers the option to elect Commuter Benefits which helps you pay for public transportation and parking costs while commuting to and from work using pretax dollars.
Company Outings
Game Room
Some Meals Provided
Happy Hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Parking
Parking is available at Zayo offices.
Recreational Clubs
Love sports? So do we! We offer a variety of options to get involved with your co-workers outside of the office.
Fitness Subsidies
We strongly believe that there is nothing more important than the health and well-being of our employees and families. To promote health and fitness, Zayo has partnered with GymPass.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
The tuition reimbursement program provides an opportunity for Zayo employees to further their education and to apply to be reimbursed for eligible education expenses.
Diversity Program
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
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