Job Information
FirstLight Fiber Network Operations Center Intern in Victor, New York
About Us:
FirstLight is a leading telecommunications company with a strong commitment to innovation and excellence. We are dedicated to providing cutting-edge solutions to our customers while fostering a dynamic and inclusive workplace culture.
Position Summary:
The Network Operations Center (NOC) Intern will be expected to provide first-level technical support to residential and business clients within the Network Operations Center.
The NOC Co-Op will work cross-functionally with customers, internal resources, equipment vendors, carriers, and field operations to resolve issues in the production network and telecommunications systems. Working under general supervision and demonstrating the basic knowledge and proficiency required to perform assigned job functions and responsibilities requires training and detailed instructions for assigned tasks. This position will be for our A-Shift with some flexibility. A standard shift would be 8 am to 5 pm, including breaks and lunch.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Investigate, document, and diagnose trouble calls to resolve service-affecting issues across multiple service platforms, including but not limited to DSL, T1, Carrier Ethernet, and Internet services.
Participate in a technical call queue. Responsible for documenting information on all incoming calls in a ticketing system to track issue counts and response and resolution time.
Trouble ticket management (create, resolve, escalate and manage through to resolution)
Develop extensive knowledge of the Company's products and services to better assist customers.
Oversee and participate in network maintenance with support teams; ensure customers are informed of maintenance activities and confirm service restoration after completion.
Troubleshoot network events and outages on equipment including IP routers, ethernet switches, Optical Network Terminals (ONT), M13/SONET multiplexors, DSL and T1 aggregators, etc.
Operate in a 24 X 7 Network Operations Center; this includes shift work and off-peak coverage.
Updates job knowledge by participating in educational opportunities, reading technical publications, participating in online self-paced training, and FirstLight University.
Enhance department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to the Company.
QUALIFICATIONS, KNOWLEDGE, and SKILLS:
Excellent written and verbal communication skills are required. Detail-oriented, highly organized.
Strong problem-solving skills.
Regular, consistent, and punctual attendance. Must be able to work nights and weekends as necessary.
Ability to follow instructions, take notes, and perform tasks consistently.
Basic knowledge of Ethernet and IP is required. A successful candidate will have a fundamental understanding of layers 1-4 of the OSI Model.
EDUCATION and/or EXPERIENCE:
Working towards an associate or bachelor’s degree in a technical field with network-related coursework.
CERTIFICATES, LICENSES, REGISTRATIONS:
CCENT, CCNA, or similar level industry certification is preferred but not required.
About FirstLight
FirstLight provides fiber-optic data, Internet, data center, cloud and voice services to enterprise and carrier customers throughout the Northeast connecting more than 13,000 locations in service with more than 125,000 locations serviceable by our more than 25,000-route mile network. FirstLight offers a robust suite of advanced telecommunications products featuring a comprehensive portfolio of high bandwidth connectivity solutions including Ethernet, wavelength, and dark fiber services as well as dedicated Internet access solutions, data center, cloud and voice services. FirstLight’s clientele includes national cellular providers and wireline carriers and many leading enterprises, spanning high tech manufacturing and research, hospitals and healthcare, banking and financial, secondary education, colleges and universities, and local and state governments.
FirstLight is committed to cultivating and preserving a culture of diversity, and inclusion. We recognize that our differences are assets that strengthen us as a team, and FirstLight is committed to fostering an environment where everyone feels welcomed, valued, respected and recognized. FirstLight Fiber is an equal opportunity employer. In accordance with state and federal laws, FirstLight’s equal opportunity policy is that all applicants and employees are treated equally by the company with respect to employment opportunities, regardless of race, color, religion, sex, sexual orientation, disability, or veteran status or veteran disability.