Global Network Operations Technician Tier III - Transport

Company Description
Zayo provides mission-critical bandwidth to the world's most impactful companies, fueling the innovations that are transforming our society. Zayo's 133,000-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 Network Control Center ("NCC") Tier III Technician will be responsible for providing industry leading customer service experience to internal and external stakeholders in a fast-paced, network control center environment providing support to the entire portfolio of Layer 1 products and services offered by Zayo.
Responsibilities:

• Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely manner
• Monitoring and responding to tickets, alerts, and general inquiries from internal and external customers.
• Able to work within a team to handle inquiries by asking clarifying questions, researching answers or alternative solutions/outcomes, and escalating unresolved problems.
• Perform detailed documentation of reported customer issues, ability to identify & communicate customer impact and urgency
• Escalate/Assign tickets to appropriate teams, leads and managers
• Perform direct communications to customers for updates as necessary
• Resolve customer inquiries, if possible, by utilizing documented processes
• Professionally manage difficult and/or emotional customer situations

Qualifications:

• High School Diploma required
• Must be able to pass a background screening
• 2+ years of experience troubleshooting and maintaining SONET and DWDM networks.
• 2+ years of customer service experience (NOC environment is preferred)
• Knowledge of Ciena, Infinera, Nokia, Cisco, Fujitsu SONET and DWDM equipment
• Ability to navigate multiple computer systems/applications simultaneously
• Knowledgeable with G-Suite applications
• Excellent written and verbal communication skills
• Requires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.
• Ability to work in a fast paced environment
• Active Listening
• Data Entry Skills
• Attention to detail
• Good Time management Skills
• Salesforce experience is a plus

Work Schedule/Shift:

• This position requires shift work
• 24x7x365 - shifts and days availability may vary

Base pay range: $31.05 - $43.50 /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.