Junior Network Operations Center (NOC) Technician

IQ Fiber - Jacksonville, FL

- Entry Level

Jacksonville, FL

Telecommunications

About the position

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.

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.

Requirements

• 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.
• 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.

Nice-to-haves

• Technical certifications are advantageous but not mandatory.