• Proven experience in a NOC Technician support role.
• Minimum 2-year networking related degree or equivalent experience.
• Ideal candidate will have experience working with Calix access network equipment, customer premises equipment, and Cloud systems.
• 1-year telecommunications/fiber optic Internet service experience preferred.
• Experience working with and configuring a variety of network and server hardware.
• Linux administration skills a plus.
• Other networking related credentials a plus (i.e. CCNA, CCNP, Network ).
• Experience working with SNMP, VLANS, DHCP, Static and Dynamic IP Addressing, VPNs, etc.

• Support XGS-PON hardware components, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment.
• Administers and develops internal technical knowledge base, training programs, procedural documentation, and troubleshooting documentation. Works across teams to assist in defining, documenting, maintaining, updating and implementing the knowledge base, productivity, and communication policies and procedures.
• Manage team accounts, onboarding, and offboarding.
• Manage internal ticketing system for technical issues.
• Collaborates with Customer Support team to ensure customer technical support issues are resolved in a timely manner.
• Configure and manage broadband service and assist in training NOC team members.
• Configure and manage mass firmware updates to on-premises equipment and OLTs.
• Assists Network Engineers in performing data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to support network availability.
• Remotely support onsite technicians and escalate issues when necessary.
• Work across teams to address customer concerns.
• Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board.
• Supports outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues.
• Incident command.
• Work with and support vendors to implement network solutions and upgrades, ensure that communication is happening with vendors in an optimal and timely manner, that team members can sufficiently communicate with vendors, and that all vendor matters are being communicated appropriately.
• Other duties as assigned.

Job Summary