Associate NOC Technician (Network Operations Center)

Company Overview

Ziply Fiber is a local internet service provider dedicated to elevating the connected lives of the communities we serve. We offer the fastest home internet in the nation, a refreshingly great customer experience, and affordable plans that put customers in charge. Our company values are:

• Genuinely Caring: We treat customers and colleagues like neighbors, with empathy and full attention.
• Empowering You: We help customers choose what is best for them, and we support employees in implementing new ideas and solutions.
• Innovation and Improvement: We constantly seek ways to improve how we serve customers and each other.
• Earning Your Trust: We build trust through clear, honest, human communication.

Job Summary

This on‑site position in Everett, WA (commuting distance required) is for an Associate Network Operations Center (NOC) Technician responsible for day‑to‑day monitoring of Ziply Fiber network infrastructure, documenting and escalating problems, and handling customer calls. The role involves extensive teamwork as well as independent project work.

Essential Duties and Responsibilities

• Systems Monitoring & Operations: Monitor overall health and availability of all systems from the NOC; track network/system alarms and create tickets for dispatch; provide shift support for Ziply Fiber’s network.
• Technical Troubleshooting & Documentation: Apply methodical, logical, process‑driven troubleshooting using tools such as nslookup, ping, traceroute, ipstat, tcpdump, curl, log analysis, Remedy, etc.; document processes, procedures, and systems.
• Customer & Support Interaction: Receive inbound support requests via email, phone, and chat; deliver great customer service and adapt quickly to a fast‑paced environment.
• Process Adherence: Follow the NOC master playbook’s processes and policies.
• Other Duties: Perform additional tasks as required to support the business and evolving organization.

Required Qualifications

• High school diploma or GED.
• Basic knowledge of network protocols, network topology, and internet routing protocols (OSPF, BGP, etc.).
• Basic knowledge of VoIP (SIP, TDM, etc.) and operation of routers and switches.
• Ability to thrive in a high‑pressure environment and provide excellent customer service.
• Proficiency with NOC tools for issue identification and escalation.
• Strong time‑management, prioritization, and communication skills (oral and written).
• Competence with Microsoft Office applications (Excel, Outlook, Visio) and standard office equipment.
• Attention to detail, problem‑solving ability, and goal‑oriented mindset.
• Capability to work both independently and as part of a team.
• Willingness to work various shifts as needed, including weekdays, weekends, swing and night.

Preferred Qualifications

• Experience in a Telecom Network Operations Center.
• Basic experience and understanding of switches and routers.
• Understanding of IPv4 and IPv6 subnet address standards.

Knowledge, Skills, and Abilities

• Independent judgment and reasoning across varied situations.
• Ability to multitask and collaborate effectively to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Capacity to work within critical deadlines and adapt to rapidly changing priorities.
• Commitment to delivering excellent customer service.

Benefits

• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Flexible spending account.
• Paid sick leave and paid time off.
• Parental leave.
• Quarterly performance bonus.
• Training, career growth, and education reimbursement programs.

Pay

$19.00 to $33.49 hourly, dependent on experience.

Schedule

Shift work with flexibility to cover weekdays, weekends, swing, and night shifts as needed.

Physical Requirements

The role may require bending, stooping, sitting, walking, or standing for prolonged periods, with most time spent sitting. Occasionally lift or move up to 25 lb. Vision requirements include close, distance, color, peripheral, depth perception, and focus adjustment.

Work Environment

Office setting with extensive use of computer screens, keyboard, mouse, and multi‑line telephone system. Primarily a modern office environment.

Work Authorization

Applicants must be currently authorized to work in the United States for any employer. Sponsorship is not available for this position.