[Hiring] Network Operations Center (NOC) Technician @IQ Fiber

Role 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.

You will support team members and customers through installation, configuration, troubleshooting, and training, and participate in an after-hours on-call support program. In this role you'll obsess over the details and drive operational excellence to deliver the best possible customer experience. Our network spans diverse markets and technologies and is always changing. You'll thrive here if you're a self-motivated life-long learner who's eager to pick up new skills and adapt as the technology evolves.

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

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

Requirements

• 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

Measures of Success

• Demonstrates strong command of IQ Fiber's multi-state network, tools, and workflows, handling monitoring, troubleshooting, and daily operations with minimal supervision
• Leads incident response effectively — incidents are triaged, escalated, and resolved quickly, improving network uptime and customer satisfaction
• Tickets, documentation, and knowledge-base updates are accurate, timely, and detailed, supporting team efficiency and knowledge sharing
• Collaborates effectively with Customer Support, Network Engineering, OSP, field teams, and vendors to resolve issues and keep communication clear across the organization
• Core work — equipment configuration, firmware updates, monitoring, and deployment support — is completed accurately and on schedule, contributing to overall network reliability

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.