Global Network Operations Tier II Technician (3rd Shift)

(Advanced English is required, as the service is 100% in English)

Position Overview

Technicians on the Fiber to the Tower team are responsible for delivering exceptional customer service to Z’s key clients. This role focuses on monitoring and supporting mission-critical telecommunications networks, resolving service issues, and collaborating closely with internal teams and external partners to ensure network reliability and customer satisfaction.

Key Responsibilities

• Monitor internal and external telecommunications networks across multi-vendor environments.
• Perform initial triage and diagnostics on network faults and proactively escalate issues when necessary.
• Prioritize incidents to meet SLA requirements, including coordination and management of external contractors.
• Provide timely updates to customers and internal stakeholders regarding incident progress and resolution.
• Perform fault isolation and repair activities involving DWDM, SDH, Dark Fiber, IP, and Ethernet circuits.
• Manage the complete fault lifecycle, including receipt, identification, logging, dispatch coordination, and resolution.
• Ensure service availability and MTTR (Mean Time To Repair) objectives are consistently achieved.
• Support Shift Leads with operational activities and escalation management when required.
• Monitor facilities and critical network sites, ensuring prompt fault response and resolution.
• Coordinate supplier and technician site access when needed.
• Generate operational metrics and reports for senior Operations leadership.

Required Skills & Experience

• Minimum 2–4 years of NOC experience within the telecommunications industry.
• Strong understanding of Routing, Switching, VLANs, DWDM, and Fiber technologies.
• Experience working in multi-vendor environments including:
• Ciena
• Cisco
• Juniper
• ADVA
• Alcatel
• Nokia
• Infinera
• Knowledge of OSP practices, including basic OTDR analysis and fiber repair processes.
• Experience troubleshooting Layer 2/Layer 3 incidents across DWDM, SDH, and Ethernet networks.
• Strong analytical and problem-solving skills with a pragmatic troubleshooting approach.
• Ability to challenge processes and coordinate effectively with vendors and suppliers.
• Experience managing outsourced vendors and operational partners.
• Excellent verbal and written communication skills.
• Strong organizational skills, initiative, and confidence in high-pressure environments.
• Familiarity with Salesforce CRM is a plus.
• Flexible and adaptable to changing business and operational needs.

Preferred Qualities

• Customer-focused mindset with a proactive attitude toward service excellence.
• Strong sense of ownership and urgency in resolving network issues.
• Ability to collaborate effectively within cross-functional operational teams.

Sueldo: A partir de $45,000.00 al mes

Pregunta(s) de postulación:

• ¿Qué nivel de inglés dominas?
• ¿Cuánto tiempo de experiencia tienes con DWDM?

Lugar de trabajo: Empleo remoto