IPTAC Engineering Technician

Key Responsibilities

• Serve as the top-tier technical escalation point for NCC technicians.
• Troubleshoot complex IP and Ethernet network issues across STP, REP, VLANs, ERP (G.8031/2), MPLS L2/L3, DIA, VPLS, IPVPN, ISIS, BGP, OSPF, and DDoS-related services.
• Collaborate directly with vendor technical support teams (Cisco, Juniper, Nokia/ALU, Ciena/Cyan, Accedian, Arbor).
• Support escalated customer communications during critical incidents.

Network Fault Management

• Perform advanced fault isolation across IP, Ethernet, and fiber transport networks.
• Lead the restoration process for widespread outages and severe service-impacting events.
• Identify hardware, software, and configuration trends to proactively reduce service issues.
• Troubleshoot fiber/L1 issues, including wavelengths, optical power levels, and OTDR testing.

Project Management

• Manage and complete special projects such as network audits, configuration updates, software upgrades, and tool development.
• Create and maintain project plans, schedules, and progress reporting.
• Aid Engineering and Operations teams with testing new configurations and technologies.

Technical Training & Knowledge Sharing

• Cross-train NCC technicians on advanced troubleshooting techniques and network technologies.
• Develop training materials, troubleshooting guides, and operational documentation.
• Deliver structured training sessions to expand team capabilities.

Network Documentation

• Create and maintain Visio-based network diagrams, topology maps, and configuration records.
• Ensure documentation accuracy to support troubleshooting, planning, and compliance needs.

Network Performance Management

• Maintain and enhance network monitoring systems used for alarming, graphing, logging, and configuration backup.
• Participate in performance analysis and identify opportunities to improve network stability.

Vendor Management

• Review vendor PCNs (Product Change Notices), assess impact, and provide recommendations for implementation.
• Track vendor issues through resolution and provide regular updates on open cases.
• Make technology lifecycle recommendations regarding software upgrades, replacements, and deprecations.

Additional Duties

• Support other operational needs and special projects as directed by leadership.

Qualifications

• 5–8 years of experience in advanced technical support roles working with IP and Ethernet networks delivered over fiber.
• Strong knowledge of Layer 2 and Layer 3 carrier networking technologies, including: STP, REP, VLANs, ERP (G.8031/2), MPLS L2/L3, DIA, VPLS, IPVPN, ISIS, BGP, OSPF, DDoS mitigation.
• Practical experience with fiber diagnostics, including wavelengths, optical levels, and OTDR testing.
• Bachelor’s Degree in Engineering, IT, Telecommunications, or related discipline; equivalent experience acceptable.
• Excellent communication skills, both written and verbal.
• Strong customer service orientation and the ability to work under pressure.
• Proficiency with Microsoft Word, Excel, and Visio.
• Prioritization of preferred professional certifications: Cisco, Juniper, Nokia, Ciena, Accedian.