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.

The Associate NOC Engineer is responsible for providing first level and intermediate levels of support for the HCPS WAN, HCPS data centers, all HCPS LANs and WLANs. Responsible for providing quick and accurate communication with HCPS staff and the HCPS ENA onsite team to resolve support and monitoring issues in a timely fashion.

Primary Responsibilities

• Provide technical support to the HCPS customer from first level to intermediate level via phone, email, monitoring notifications and ticketing system, for all portions of the HCPS network and acts as initial point of escalation.

• Utilize the customer’s ticketing system to document troubleshooting steps, resolutions, and communication to the customer and their users.

• Escalate trouble tickets or requests requiring a more advanced level of knowledge to the appropriate ENA HCPS engineer.

• Ensure high levels of customer satisfaction by communicating with customers throughout the incident or request duration while managing the resolution activities. Report all customer communication and troubleshooting in customer’s ticketing system.

• Perform "on-call" duties as required, responding to certain types of after hour customer issues either through monitoring or voice communication.

• Create and update customer and ENA documentation as needed to capture network or process change.

• Process configuration audits and generate reports.

• Other duties as assigned.

Minimum Expectations of an Engineer:

• Occasionally coaches, instructs or assists others in area of expertise

• Improves performance impact through personal growth in knowledge and expertise

• Personally seeks continuous improvements in own job performance to contribute positively to department service excellence objectives and customer service

• Impact directly supports ENA achievement of short-term and long-term success

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Required 2 to 3 years experience in a technical support center, NOC, or premise-based support role, directly interfacing with customers by phone, ticketing system, and email.

• Ability to clearly document customer interactions from case creation to resolution is required.

• Experience troubleshooting network connectivity and functionality is required.

• Experience with Layer 3 TCP/IP network protocols is required.

• CCNA certification is a plus.

Must be able to demonstrate experience in some of the following technology offerings:

• Layer 2 Switching connectivity and configuration

• Layer 3 Routing and Switching including VLAN administration

• Basic WI-FI function

• Subnetting and IP addressing

• Broadband Internet Connectivity

• Utilizing monitoring software

• Utilizing ticketing system

Must have a demonstrated passion for customer service and a strong dedication to putting the customer first and providing prompt support and complete resolutions. Requires experience working in a dynamic, customer service-oriented, team environment resolving multiple technical issues. Demonstrate the ability to multi-task between customers, peers and management while showing the ability to independently resolve customer incidents and requests. The position requires the ability to learn and be flexible with existing and new technology and procedures as it develops and enhances ENA’s service to our customers.

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports, business correspondence, and procedures manuals. Ability to effectively present information and respond to questions. Communicate technical concepts to technical and non-technical people. The position requires strong written and verbal communication and interpersonal skills, paired with excellent phone and email etiquette. Must be able to speak English at a level necessary to support customers, internally and externally.

Reasoning Ability:

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is required to stand and walk frequently. The employee may occasionally lift and/or move up to 50 pounds.

Work Environment:

The noise level in the work environment is moderate.

Work Hours:

Company hours to accommodate our customer’s needs. Late night maintenance and emergency trouble restoration will be required, as necessary. The hours of work will be dependent on the work that needs to be addressed to accomplish the work ascribed to this position.

Travel:

Travel to customer headquarters and possibly to customer locations throughout the district. Travel to ENA headquarters when needed. A valid driver’s license is required.

Base pay range: $25.50-$31.00/hour, commensurate with experience.

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.