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 with a vast network infrastructure. They are seeking an IPTAC Engineering Technician to serve as the highest level of technical escalation within the Network Control Center, responsible for troubleshooting complex IP and Ethernet service issues and leading major incident management.

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

• Excellent Health, Dental & Vision Insurance
• Retirement 401(k) Savings Plan
• Generous paid time off policy including paid parental leave

Company Overview

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