Network/NOC Technician


Position Summary:
This position serves as part of the operations team for the Waterloo Municipal Communications Utility, DBA, Waterloo Fiber, an Internet Service Provider (ISP), and reports to the Technical/NOC Support Manager. The Network/NOC Technician will operate the communications plant and equipment necessary to provide reliable broadband services to residential and business customers.
Employees with Waterloo Fiber are required to work within the framework of governing federal, state, and local laws and policies, the position exercises latitude and independence in performing assigned projects and tasks. This Network/NOC Technician role is responsible for sound judgment, thoroughness, and competence.

Essential Duties and Responsibilities:
  • Fully comply with all Waterloo Fiber and Network Operations Center department policies and guidelines including Waterloo Fiber’s values - honesty, integrity, and a strong work ethic.
  • Receive inbound customer requests via IVR phone system and resolve with efficiency, customer satisfaction and adherence to department policies.
  • Monitor alarm aggregation systems, operational dashboards, alarm logs, and alarm notifications. Respond to any alarms presented, troubleshoot, and gather information. Escalate issues as necessary.
  • Monitor the progress of service tickets and follow up with others to ensure timely resolution, escalate urgent issues to the appropriate level of management when necessary, and maintain regular communication with end-users to ensure their satisfaction with the support provided.
  • Gather and curate relevant information from other departments with the goal of streamlining outage resolution.
  • Perform regular system maintenance to network elements and systems at the direction of leadership and Network Engineering.
  • Maintain detailed records of network health and operations.
  • Assist in coordination of network upgrades and maintenance.
  • Management of various networking services and protocols such as BGP, OSPF, DNS, DHCP, SMTP, TACACS, RADIUS, and SNMP as well as proper traffic QOS management of customer services.
  • Analyze all new network systems and equipment for operational impact.
  • Assist field technicians with on-premise setup and troubleshooting.
  • Complete service disconnections and reconnections as a backup to Provisioning.
  • Research and correct network documentation as needed and directed.
  • Provide backup and after-hours dispatching duties as needed.
  • Perform server maintenance including system patches and reboots per department policies.
  • Create and update internal standard operating procedure and client-specific documentation.
  • Maintain high knowledge of the carrier and enterprise network through continued learning and exploration of skills. Participate in cross-training opportunities on a regular basis and at the direction of leadership.
  • Responsible for achieving KPIs including but not limited to: mean time to restore, availability, network congestion.
  • Perform root-cause analysis of network and service outages. Develop, implement, and test appropriate corrective actions.
  • Perform other tasks required to assist Waterloo Fiber in its customer service mission, goals and objectives as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities, which may be needed in situations where the loss of service to Waterloo Fiber customers is threatened, or restoration of service is required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High School diploma or equivalent required. Associate degree in related field preferred.
  • At least 3 years of service-provider experience in telecommunications, video or broadband is required.
  • 1+ years of experience with Cisco hardware (routers/switches) and Cisco protocols. CCNA Certification preferred.
  • Intermediate level understanding of TCP/IP concepts and common router user interfaces and command structure
  • Experience with fiber-to-the-premise networks.
  • Experience with enterprise networks including systems administration and networking.
  • The employee should be capable of performing effectively in a demanding work environment. Knowledge, Skills and Abilities:
  • Knowledge of communications operating systems and applications used in providing broadband services via a fiber optic communications network.
  • Knowledge of software and hardware operations, adjustment, control and troubleshooting as necessary to provide network communications services to customers of the fiber communications system.
  • Ability to maintain productive business relations with officials of agencies, customers, elected officials and employees.
  • In-depth knowledge of data center environments, servers, and network equipment.
  • Extensive experience in installing, monitoring, and maintaining data center equipment.
  • Exceptional ability to work as part of a team, provide IT support, and resolve errors.
  • Ability to keep up with advancements in data center infrastructure and technologies.
  • Proficiency in documenting network processes.
  • Exceptional communication skills verbally and in writing.
  • Intermediate level understanding of Wireless Networking (Access Points).
  • Effective communication skills with experience supporting customers and explaining technical support over the phone.
  • This position operates in a 24x7x365 environment. Willingness to respond to network and server alerts after business hours.
  • Basic understanding of the following is a plus:
    • Calix XGS-PON and Cisco routing installation practices
    • IP/MPLS networks, EVPN and VRF services, and BGP
    • VoIP and IP video services
    • Adaptive bit rate (ABR) video systems
    • CG-NAT and DDoS systems
    • Computer Skills:
      • Microsoft Office software, business or general ledger software, Internet, e-mail, and database software as required.
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Regularly required to talk and hear
  • Frequently required to sit, stand, bend at the knees and waist, and walk
  • Required to use hands to type, handle objects and paperwork
  • Required to reach and hold on to items at chest level or reach above the shoulder
  • Ability to carry, climb and operate ladder
  • Required to use close vision and be able to focus
  • Must be able to lift/carry 20 lbs. at any given time
  • Must be able to travel for business purposes on an occasional basis.
Travel Requirements
This position only requires occasional travel for training events or conferences.

Other Duties
The above job description is intended to describe the general nature and level of the work being performed by employees assigned to this job title. This is not an exhaustive or comprehensive list of all duties, tasks, and responsibilities. Employees will be expected to perform duties that do not appear on the job description. Management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

EEO Statement
Waterloo Fiber is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training.

  • Incentive Pay
  • Health, Dental, Vision, and Life Insurance
  • Paid Vacation, Holidays, Personal, and Sick Time
Please send a resume and cover letter to
Minority, female & disabled individuals are encouraged to apply.