Network Operations Center (NOC) Technician

Description

IQ Fiber's NOC is seeking a full-time technician to help operate and support our multi-state fiber network across the Southeast and Mid-Atlantic. This position involves working hands-on with XGS-PON hardware, carrier-class network equipment, servers, Wi-Fi devices, and other gear — monitoring, troubleshooting, and resolving issues to keep customers online. You will work as part of a small, versatile team, taking ownership of tickets and break-fixes, contributing to procedural and troubleshooting documentation, and helping junior team members grow.

Responsibilities

• Support XGS-PON hardware, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment
• Serve as incident commander for network incidents, coordinating triage, escalation, response, and stakeholder communication through to resolution
• Own post-incident documentation, author official retrospectives and Reason for Outage reports, capturing root cause, timeline, impact, and corrective actions
• Develop and maintain the internal knowledge base, training programs, and procedural documentation, partnering across teams to keep policies and procedures current
• Manage team accounts, onboarding, and offboarding
• Manage internal ticketing system for technical issues
• Collaborate with the Customer Technical Support team to ensure issues are resolved within SLA
• Configure and manage broadband service
• Deploy and manage mass firmware updates to on-premises equipment and OLTs
• Assist Network Engineers in performing data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to support network availability
• Remotely support onsite technicians and escalate issues when necessary
• Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board
• Support the outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues
• Coordinate with vendors to implement network solutions and upgrades, ensuring clear and timely communication across the team
• Other duties as assigned

Required Qualifications

• Minimum 1-year telecommunications/fiber-optic internet experience
• Proven experience in a NOC or network operations role, with the ability to work independently and own outcomes
• Excellent at issue detection and creative in identifying solutions
• Customer support mentality with understanding of the customer journey
• Crisp, high-signal communicator who distills complex issues into plain language and delivers clear, timely updates
• Desire to unify and collaborate with teams
• Able to be agile and balance competing priorities effectively
• Excellent organizational and documentation skills with a detail-oriented and meticulous approach to work
• A character of humility, integrity, and patience
• Hands-on troubleshooting across network and fiber-access technologies, including the ability to diagnose and resolve issues with minimal supervision
• Demonstrated ability to lead incident response from detection through resolution
• Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, SNMP, static and dynamic IP addressing, and VPNs
• Linux administration fundamentals

Preferred Qualifications

• 2-year networking-related degree or equivalent experience
• Networking related credentials (i.e. CCNA, CCNP, Network+)
• Experience working with Operion NMS Software
• Experience working with and configuring a variety of network and server hardware
• Familiarity with the NOC tool stack: monitoring (Checkmk), access network (Calix CMS/SMx, Nokia Altiplano), incident management (Rootly), ticketing (gaiia, or Jira/ServiceNow), and collaboration and documentation (Microsoft Teams, Slack, Notion)
• Familiarity with ITIL Incident, Problem, and/or Change Management processes
• Solid grasp of routing and switching fundamentals, including BGP and common IGPs
• Proficiency in macOS, Linux, or other UNIX-based operating systems
• Scripting or automation familiarity (e.g., Python, Ansible) a plus