Global Network Operations Tier II Technician
Job Description:
Technicians on the Fiber to the tower teams are responsible for providing excellent customer service to Zayo's key customers. Technicians will prioritize working hand in hand with customers to fully resolve issues and work collaboratively with partners throughout Zayo to ensure customers' expectations are met and that our customers' services are reliable.
Principal Accountabilities:
● Monitoring of internal and external networks across a multi-vendor environment
● Carrying out initial triage diagnosis on faults and proactively escalating issues as required
● Prioritizing faults to meet SLAs, including resource management of external contractors
● Providing regular updates to internal stakeholders and external customers on the progress of faults
● Fault isolation and repair tasks on DWDM, SDH, Dark Fiber, IP, and Ethernet circuits
● Responsible for the management of fault receipt, fault identification & logging, support team dispatch, and fault management to resolution
● Ensuring service availability and Mean Time To Repair (MTTR) targets are met.
● Providing support to the Shift Lead when required
● Facilities and key sites monitoring and fault management
● Arranging and coordinating access for suppliers with support team members
● Providing key metrics and reports as required to senior Operations stakeholder
Key Skills and Experience:
● 2-4 years (minimum) proven NOC experience in the telecommunications industry with a proven record of accomplishment in an operational environment.
● Experienced in Routing, Switching, VLANS, DWDM & Fiber
● Experience in a multi-vendor environment is essential including Ciena, Cisco, Juniper, ADVA, Alcatel, Nokia, Infinera
● Knowledge of OSP practices e.g. basic OTDR analysis and fiber repairs.
● Troubleshooting Layer 2/3 trouble tickets on DWDM / SDH and Ethernet networks.
● Pragmatic and analytical approach to problem-solving
● Confident and able to challenge suppliers and processes.
● Ability to manage in & out-sourced suppliers or partners
● Comfortable working 24/7 shift patterns, including holidays and nights
● Excellent communication; written & verbal
● Outstanding confidence, initiative, and organizational skills
● Familiarity with Salesforce CRM is desirable.
● Remain flexible and adaptable to any change in business needs or requirements
Sueldo: Hasta $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
