Description

Conexon is a rapidly growing telecommunications company partnering with Rural Electric Cooperatives to design and deploy advanced fiber-to-the-home (FTTH) networks nationwide. Our mission is to bridge the digital divide by delivering reliable, high-speed internet and phone services to Rural America. We are a team of people passionate about excellent service, meaningful work, and supporting the communities we serve. As we continue expanding into new states and regions, we’re looking for individuals who want to grow with us and contribute to this important mission of transforming rural communities with the power of high-speed internet, mile by mile of fiber to the home.

The NOC Level 1 Technician is responsible for 24/7 network monitoring, initial incident response, and accurate escalation of network and service issues within an ISP/MSP environment, including Fiber-to-the- Home (FTTH) and Passive Optical Network (PON) services. This role serves as the front line of operational support, ensuring timely detection, logging, categorization, communication, and escalation of incidents in accordance with Incident and Major Incident Management procedures.

Location: In office

Job Type: Full- time

Schedule: Fixed, ability to work scheduled shifts in a 24/7/365 operational environment

Overtime: No

FLSA Status: Non-Exempt

Travel: No

Requirements

• Foundational knowledge of TCP/IP, OSI model concepts, VLANs, and basic routing principles
• Familiarity with network hardware, customer premises equipment (CPE), and monitoring and ticketing systems
• Foundational understanding of Fiber-to-the-Home (FTTH) network architectures
• Working knowledge of Passive Optical Network (PON) technologies (e.g., GPON, XGS-PON)

1. Familiarity with key FTTH components, including:
2. Optical Line Terminals (OLT)
3. Optical Network Terminals (ONT/ONU)

• Passive splitters and fiber distribution networks
• Ability to interpret basic optical metrics, including signal levels, attenuation, and loss thresholds.
• Understanding common FTTH service issues related to optical signal loss, provisioning errors, and access network faults

Key Responsibilities

Network Monitoring & Incident Intake

• Monitor network, system, and service health using Network Management Systems (NMS) and alerting platforms
• Monitor Fiber-to-the-Home (FTTH) network elements and alarms using NMS, Element Management Systems (EMS), and vendor-specific platforms
• Detect, log, and categorize incidents based on defined impact and urgency criteria
• Monitor approved maintenance windows for alarms or service impacts
• Log incidents if unplanned customer impact occurs during a change
• Respond promptly to alarms, alerts, and client-reported issues
• Identify and document customer-impacting fiber outages related to feeder, distribution, or access network segments
• Open, document, and manage network trouble tickets in accordance with established procedures
• Assist with basic FTTH service activation verification as needed, including ONT registration, authentication status, and service availability

Initial Troubleshooting & Resolution

• Perform basic troubleshooting for WAN/LAN connectivity, service availability, and performance issues
• Perform initial diagnostics (e.g., ping, traceroute, interface checks) and execute standard resolution actions where documented in accordance with Standard Operating Procedures (SOPs)
• Resolve known issues within defined authority and escalate unresolved incidents appropriately
• Perform initial triage of Passive Optical Network (PON) events impacting customer services, including service degradation and loss of connectivity
• Correlate FTTH alarms and events with customer trouble reports to determine the scope and severity of outages

Escalation & Coordination

• Identify potential Major Incidents and immediately escalate to NOC Level 2
• Escalate incidents to Level 2 Technicians with clear documentation, troubleshooting steps taken, and observed symptoms
• Coordinate with internal teams, field operations, and carriers to support initial diagnostics and incident responses
• Escalate fiber-related incidents to appropriate engineering, Outside Plant (OSP), or vendor support teams in accordance with established escalation procedures
• Follow change-related notifications and escalation procedures

Communication & Documentation

• Provide timely, accurate, and professional status updates in accordance with outage and incident communication guidelines
• Ensure incident records contain accurate timestamps, affected services, and customer impact details
• Maintain detailed shift logs and ticket notes to ensure continuity of operations across shifts

Experience & Education

• 0–2 years of experience in a NOC, help desk, or technical support environment (preferred)
• Associate degree in Information Technology, Networking, or equivalent experience preferred

Certifications (Preferred)

• CompTIA Network+ or related certification (or coursework in progress)
• Fiber Optic Association (FOA) or Fiber Broadband Association (FBA) certifications are a plus

Standard company benefits include

• 3 weeks of Paid time off
• Full benefits (i.e. health, dental, and vision)
• Life insurance
• Long-term and short-term disability insurance
• Retirement benefits