Lead Global Network Operations Tier III Technician – 3rd Shift

Zayo Group

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-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.

This role is responsible for providing advanced technical support to maintain products and services, performs testing and coordination, use of CLR, vendor management, escalations, and other duties related to maintaining the network. Works independently under minimal supervision. Performs a wide spectrum of moderately difficult assignments requiring alternative analysis, innovation, and judgement. Assumes all routine tasks for major or multiple projects, and is periodically called upon to make un-reviewed decisions. Has strong internal and external networking skills. Will act as the primary technical leader for direction, knowledge and process.  This position will have ‘dotted line’ reports and be responsible for related staff time management, duties, service and network/client support.  This position will be expected to participate in and drive discussions related to the development of staff, network and systems as they relate to the best interest of Zayo and our clients.

Responsibilities

  • Experience in leading an Operations NOC is required. This role is a Floor Lead NOC Tech role.  As a Floor Lead Tech, the role does not have direct reports and will run tickets along with the team.

  • Ability to work 3rd Shift.

  • Suspends any network activity that places the network at risk.

  • Performs advanced troubleshooting/diagnostics to identify problem areas for resolution.

  • Runs tests, checks processes, and assists with repair coordination activities.

  • Tracks trouble resolutions, provides ticket updates and other information to customers.

  • Coordinates with technicians and dispatches field technicians to provide maintenance/repairs and service.

  • Performs remote testing, coordinates off-net testing, and performs escalations.

  • Interacts with customers; attends customer meetings, and maintains knowledge of customer needs.

  • Gathers information and provides network data analysis.

  • Provides technical consultation/coaching, and mentoring for technicians and staff.

  • Participates in quality control, performance/process improvement measurement & amp; tracking: assists in developing policies & amp; procedures.

  • Assists in identifying training needs and establishing training processes and programs.

  • Provides escalation support on customer problem calls.

  • May provide assistance with projects to ensure successful completion.

  • May fill in for management when not available to maintain workflow.

  • Accepts the primary lead role for the NCC, specific to assigned network, resources and systems.

  • Assist with performance evaluations or disciplinary investigations as the need arises.

Qualifications

  • High School Diploma

  • Experience leading an Operations NOC

  • 6+ years related telecom technical experience.

  • Attention to detail.

  • Ability to multitask.

  • Computer application skills.

  • Ability to perform troubleshooting and diagnostics.

Base pay range: $37.30 – $49.71/hour, commensurate with experience.

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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.

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