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Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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.
The Network Control Center ("NCC") Tier III Technician will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of Layer 1 products and services offered by Zayo.
Responsibilities:
Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner
Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency
Escalate/Assign tickets to appropriate teams, leads and managers
Perform direct communications to customers for updates as necessary
Resolve customer inquiries, if possible, by utilizing documented processes
Professionally manage difficult and/or emotional customer situations
Qualifications:
High School Diploma required
Must be able to pass a background screening
2 years of experience troubleshooting and maintaining SONET and DWDM networks.
2 years of customer service experience (NOC environment is preferred)
Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment
Ability to navigate multiple computer systems/applications simultaneously
Knowledgeable with G-Suite applications
Excellent written and verbal communication skills
Requires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
Ability to work in a fast paced environment
Active Listening
Data Entry Skills
Attention to detail
Good Time management Skills
Salesforce experience is a plus
Work Schedule/Shift:
This position requires shift work
24x7x365 - shifts and days availability may vary
Base pay range: $31.05 - $43.50 /hour, 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.
Zayo is an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. EEO IS THE LAW Zayo invites any applicant and/or employee to review the Company’s written Affirmative Action Plan. This plan is available for inspection upon request by emailing our People Ops team.Full Time
Filmed Entertainment
$69k-86k (estimate)
10/18/2023
04/29/2024
zayo.com
ENCINITAS, CA
3,000 - 7,500
2007
Private
ASHLEY DIAN CARNEY DAVIS
$1B - $3B
Filmed Entertainment
Zayo is an infrastructure and communication company that provides fiber, bandwidth connectivity and colocation management solutions for enterprises.