A Smarter Career Choice
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.
We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.
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
Required 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
Preferred Qualifications:
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.
IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
Applicants must be currently authorized to work for any U.S. employer on a full-time basis. We do not sponsor, transfer, or support employment visa status or work authorization extensions for any position.
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