Note: The job is a remote job and is open to candidates in USA. Zayo Group is a leading provider of mission-critical bandwidth, serving impactful companies globally. They are seeking a highly skilled IPTAC Engineering Technician to act as the top-tier technical escalation point within the Network Control Center, responsible for troubleshooting complex networking issues and managing technical support for escalated incidents.
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
- 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 wavelength performance, optical power levels, and OTDR testing
- 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
- Assist Engineering and Operations teams with testing new configurations and technologies
- 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
- Create and maintain Visio-based network diagrams, topology maps, and configuration records
- Ensure documentation accuracy to support troubleshooting, planning, and compliance needs
- 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
- 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
- Support other operational needs and special projects as directed by leadership
Skills
- 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
- Preferred professional certifications: Cisco, Juniper, Nokia, Ciena, Accedian
Benefits
- Shift Differential Pay Available: Eligible non-exempt, U.S.-based roles receive additional pay for evening and overnight hours, based on role and shift assignment, in accordance with company policy.
- Non- sales roles may be eligible to participate in a discretionary annual incentive plan.
- Sales roles may be eligible to participate in a sales incentive plan.
- Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.
- Excellent Health, Dental & Vision Insurance
- Retirement 401(k) Savings Plan
- Generous paid time off policy including paid parental leave
Company Overview
Company H1B Sponsorship