Service Assurance NOC Technician III

| Remote
Sorry, this job was removed at 3:01 p.m. (MST) on Wednesday, April 24, 2024
Find out who’s hiring remotely
See all Remote jobs
By clicking Apply Now you agree to share your profile information with the hiring company.

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.
Position Description
Service Assurance NOC Technician III will be the final escalation point regarding customer issues beyond circuit and physical trouble. This position will support customers through to completion of their issues and help guide them toward resolution in any Zayo Service Assurance supported product or beyond. The Tier 3 NOC technician will be the main POC for multi-site and multi-customer outages and will supply updates to Zayo leadership, and customers alike. This technician will also be the liaison between the NOC and Engineering teams. Lastly, you will use your expert knowledge to establish the root cause of customer issues.
Job Responsibilities:

  • Primary escalation point for issues that are unable to be resolved by Tier-1 and Tier-2 support technicians
  • Responsible for advanced troubleshooting of supported services
  • Create training for Tier-1 and Tier-2 Support Technicians
  • Responsible for escalating issues that are unable to be resolved by Tier-3 to Engineering
  • Act as an escalation point for Tier-2 Support Technicians
  • Updating documentation for support-related processes and procedures (SOPs)
  • Maintaining Service Level Agreements (SLAs) and Service Level Objective (SLOs) on escalated incidents
  • Accurately documenting and classifying client requests and incidents
  • Providing courteous and professional communication with internal departments, customers, and vendors
  • Ensuring QOS Networks' support standards are followed from beginning-to-end for each client and internal department interaction
  • Responsible for requesting and reviewing Root Cause Analysis (RCA) and Reason for Outage (RFO)
  • Perform proactive maintenance based on historical reporting and trends
  • Perform daily shift-driven tasks assigned by the NOC Management
  • Provide coverage, as needed, for the NOC Tier-1, and Tier-2 teams

Required Qualifications:

  • Quickly assess and understand customers issues and business impact
  • Ability to effectively triage communications and outages between various parties
  • Experience working in a Support/Technical Assistance Center (TAC) team
  • Advanced networking knowledge required (OIS model, IP subnetting, etc.)
  • Advanced routing Knowledge and experience required (BGP, EIGRP)
  • VLAN configuration and troubleshooting required
  • Ability to reproduce customer reported issues in the lab environment, work with Engineering and Vendors to verify any fixes before they are rolled out to our customers
  • Debug / troubleshoot the customer's environment, collect additional information about the problem and resolve network performance issues
  • Experience debugging web applications using browser developer tools (e.g. console, network request log, debugger, etc.) a plus. Linux and shell scripting skills such as log reading and performance testing a plus
  • CCNA required
  • CCNP a plus
  • Minimum 5 years working experience in an Enterprise network support environment
  • Minimum 2 years working experience in a Tier 3 / escalated team environment
  • Working knowledge of SD-WAN products and services

Work Schedule/Shift:

  • This position requires shift work
  • 24x7x365 - shifts and days availability may vary

Base Hourly Rate range: $31.25 - $41.00, commensurate with experience
Benefits, Rewards & Wellness

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

Zayo provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, provincial or local laws.
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.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

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


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 security to our employees and their families.

Volunteer in local community
Provides up to 16 hours a year to volunteer in the community
Partners with nonprofits
B Strong, Greenhouse Scholars, A Precious Child, AMP the Cause, There With Care, Boulder Parks and Rec, and many more....
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Employee Resource Groups Mental Health & Disability Advocacy | Pride | Women's | Multicultural | Veterans | Sustainability
Hiring practices that promote diversity
Health Insurance + Wellness
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 $2,850 annually.
Disability insurance
Short & Long term disability insurance are a free company provided benefit to all full time employees. They cover 60% of annual salary up to $5000/$10000 monthly maximum payout
Dental insurance
Preventative, minor, and major dental services and treatments are covered under Zayo's plans.
Vision insurance
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
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.
Pet insurance
Offered at a discounted rate to all Zayo employees
Wellness programs
We offer incentives for employees to participate in many wellness activities.
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.
Mental health benefits
Financial & Retirement
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
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation + Time Off
Generous PTO
Zayo employees receive between 0 and 25 days per year of paid time off based on years of service.
Paid volunteer time
We encourage our employees to give back to our communities by providing 4 hours of Volunteer Time Off per quarter.
Paid holidays
Office Perks
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-sponsored outings
Some meals provided
Company-sponsored happy hours
Happy hours are hosted twice monthly and include alcoholic and non-alcoholic options.
Onsite office 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 stipend
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.
Onsite gym
Professional Development
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.
Lunch and learns
Zayo is committed to providing opportunities for employees to expand and grow their knowledge base through lunch and learn sessions.
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours

More Jobs at Zayo

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ZayoFind similar jobs like this