Junior Network Operations Center (NOC) Technician

The Internet is now the heartbeat of our home, but too often Internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber optic fast Internet, transparent pricing, and attentive customer service to deliver a Smarter Internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here. 

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team who works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice. 

Description:

We are seeking a Junior Network Technician to join a dynamic and innovative fiber optic internet startup. In this dynamic and ever-changing role, you will be part of a small, versatile team. You will contribute to the establishment of a world-class operation utilizing cutting-edge networking technologies.  This role entails working with Calix equipment, supporting XGS-PON hardware components, troubleshooting, and monitoring various carrier-class network equipment, servers, Wi-Fi devices, and other networking infrastructure. 

In this position, you will provide technical support to team members and customers through installation, configuration, troubleshooting, and training. The role requires working on Saturdays and Sundays, in addition to three weekdays. Participation in an after-hours on-call support program is also mandatory. This is an exceptional opportunity to be an integral part of an amazing team operating in a rapidly expanding industry. 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

Key Qualifications:

• Proven customer support mindset with a comprehensive understanding of the customer journey. 

• Exceptional written and verbal communication skills, including the ability to distill technical information and effectively communicate with diverse audiences. 

• Strong interpersonal skills and a collaborative, humble approach to teamwork. 

• Self-motivated and self-sufficient with the ability to work independently and autonomously. 

• Agile and capable of prioritizing competing priorities effectively. 

• Exceptional organizational and documentation skills with a meticulous and detail-oriented approach to work. 

• Possesses characteristics in alignment with our core values - be a good human, authentic, transparent, easy, relatable, and attentive.  

Responsibilities:

• Assisting in the management of team accounts, including onboarding and offboarding processes. 

• Responding to technical issues through internal and vendor ticketing systems, collaborating with the Customer Support team to ensure timely resolutions. 

• Acquiring the knowledge and skills necessary to configure and manage broadband services. 

• Support XGS-PON hardware components by troubleshooting, diagnosing, testing, configuring, and upgrading lab systems, operational systems, data centers, public Wi-Fi, and customer networking equipment. 

• Assist in configuring and managing mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs). 

• Collaborate with Network Engineers to perform data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to ensure network availability. 

• Collaborate with the Outside Plant team to activate fiber cabinets, troubleshoot fiber optics-related issues, escalate concerns when necessary, and address customer concerns in partnership with the Network Operations Center (NOC) and Customer Support teams. 

• Track and manage non-customer issues and tasks, maintaining an internal project management tracking board. 

• Coordinate with vendors to implement network solutions and upgrades, ensuring effective and timely communication. 

• Execute acceptance test plans and provide feedback. 

• Perform other duties as assigned. 

Education & Experience:

• Associate degree in a technical discipline or high school diploma with 1-2 years of experience in a technical support role (preferred).  

• Proven experience and a strong drive to learn all aspects of supporting a fiber internet network as a support technician. 

• Technical certifications are advantageous but not mandatory. 

• Proficiency in networking protocols and internet functionality, encompassing the OSI model, DNS, HTTP/HTTPS, DHCP (DORA), and the TCP/IP stack. 

• Tenacious problem-solving skills, strong attention to detail, and results-oriented mindset. 

• Knowledge of telecommunications products and services. 

• Strong oral and written communication skills, with the ability to communicate clearly and effectively. 

• Proven ability to manage multiple projects and tasks efficiently. 

• Proficiency in using computers and applications. 

• Demonstrated ability to work independently and in a self-disciplined environment. 

• Commitment to continuous learning and updating technical knowledge. 
   

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.