Global Network Operations Tier II Technician (3rd Shift)
(Advanced English is required, as the service is 100% in English)
Position Overview
Technicians on the Fiber to the Tower team are responsible for delivering exceptional customer service to Z’s key clients. This role focuses on monitoring and supporting mission-critical telecommunications networks, resolving service issues, and collaborating closely with internal teams and external partners to ensure network reliability and customer satisfaction.
Key Responsibilities
- Monitor internal and external telecommunications networks across multi-vendor environments.
- Perform initial triage and diagnostics on network faults and proactively escalate issues when necessary.
- Prioritize incidents to meet SLA requirements, including coordination and management of external contractors.
- Provide timely updates to customers and internal stakeholders regarding incident progress and resolution.
- Perform fault isolation and repair activities involving DWDM, SDH, Dark Fiber, IP, and Ethernet circuits.
- Manage the complete fault lifecycle, including receipt, identification, logging, dispatch coordination, and resolution.
- Ensure service availability and MTTR (Mean Time To Repair) objectives are consistently achieved.
- Support Shift Leads with operational activities and escalation management when required.
- Monitor facilities and critical network sites, ensuring prompt fault response and resolution.
- Coordinate supplier and technician site access when needed.
- Generate operational metrics and reports for senior Operations leadership.
Required Skills & Experience
- Minimum 2–4 years of NOC experience within the telecommunications industry.
- Strong understanding of Routing, Switching, VLANs, DWDM, and Fiber technologies.
- Experience working in multi-vendor environments including:
- Ciena
- Cisco
- Juniper
- ADVA
- Alcatel
- Nokia
- Infinera
- Knowledge of OSP practices, including basic OTDR analysis and fiber repair processes.
- Experience troubleshooting Layer 2/Layer 3 incidents across DWDM, SDH, and Ethernet networks.
- Strong analytical and problem-solving skills with a pragmatic troubleshooting approach.
- Ability to challenge processes and coordinate effectively with vendors and suppliers.
- Experience managing outsourced vendors and operational partners.
- Excellent verbal and written communication skills.
- Strong organizational skills, initiative, and confidence in high-pressure environments.
- Familiarity with Salesforce CRM is a plus.
- Flexible and adaptable to changing business and operational needs.
Preferred Qualities
- Customer-focused mindset with a proactive attitude toward service excellence.
- Strong sense of ownership and urgency in resolving network issues.
- Ability to collaborate effectively within cross-functional operational teams.
Sueldo: A partir de $45,000.00 al mes
Pregunta(s) de postulación:
- ¿Qué nivel de inglés dominas?
- ¿Cuánto tiempo de experiencia tienes con DWDM?
Lugar de trabajo: Empleo remoto
