Global Network Operations Technician Tier III - Tulsa, United States - Zayo Group

Description

Company DescriptionZayo 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.

Position DescriptionThe 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.

Job Responsibilities:

Responding to internal and external stakeholder inquiries through multiple channels of communication in a timely mannerMonitoring 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 urgencyEscalate/Assign tickets to appropriate teams, leads and managersPerform direct communications to customers for updates as necessaryResolve customer inquiries, if possible, by utilizing documented processesProfessionally manage difficult and/or emotional customer situations Required Qualifications:

High School Diploma requiredMust be able to pass a background screening2+ 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 equipmentAbility to navigate multiple computer systems/applications simultaneouslyKnowledgeable with G-Suite applicationsExcellent written and verbal communication skillsRequires an individual who is detailed oriented with superb organizational skills and the ability to multitask/prioritize tasks.

Ability to work in a fast paced environmentActive ListeningData Entry SkillsAttention to detailGood Time management SkillsSalesforce experience is a plusBase pay range:
$ $43.50/hour, commensurate with experience. Benefits, Rewards & WellnessExcellent Health, Dental & Vision InsuranceRetirement 401(k) Savings PlanFitness membership discountsGenerous paid time off policy including paid parental leaveZayo 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.