IPTAC Engineering Technician

Company Description

Zayo provides mission-critical bandwidth to the world’s most impactful companies, fueling the innovations that are transforming our society. Zayo’s 141,000-mile network in North America and Europe includes extensive metro connectivity to thousands of buildings and data centers. Zayo’s communications infrastructure solutions include dark fiber, private data networks, wavelengths, Ethernet, and dedicated Internet access. Zayo serves wireless and wireline carriers, media, tech, content, finance, healthcare and other large enterprises.

Job Description

Position Overview 

Zayo is seeking a highly skilled IPTAC Engineering Technician to serve as the highest level of technical escalation within the Network Control Center (NCC). This senior technical role requires deep expertise across Layer 1, Layer 2, and Layer 3 carrier networking technologies and the ability to resolve complex IP and Ethernet service issues delivered over Zayo’s fiber network.

The IPTAC Engineering Technician will lead major incident troubleshooting, engage directly with vendor TAC teams and high level customer contacts, support NCC technicians, and contribute to network documentation, performance management, and technology improvements. 

Note: This role primarily works the mid to evening swing shift (10x4 swing shift and 12pm-12am hours) and participates in weekend on-call rotations approximately once every two months. 

Key Responsibilities 

Technical Escalation 

• 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. 

Network Fault Management 

• 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. 

Project Management 

• 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. 

Technical Training & Knowledge Sharing 

• 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. 

Network Documentation 

• Create and maintain Visio-based network diagrams, topology maps, and configuration records. 

• Ensure documentation accuracy to support troubleshooting, planning, and compliance needs. 

Network Performance Management 

• 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. 

Vendor Management 

• 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. 

Additional Duties 

• Support other operational needs and special projects as directed by leadership. 

Qualifications 

• 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. 

Estimated base pay range for this role is $26.92 - $41.39 USD / hour

*Shift Differential Pay Available: Eligible non-exempt, U.S.-based roles receive additional pay for evening and overnight hours, based on role and shift assignment, in accordance with company policy. 

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The base pay range shown is a guideline and reasonable estimate for this role. It takes into account the wide variety of factors that are considered in making compensation decisions. Actual compensation offered may vary from the posted range based upon geographic location, work experience, skill level, certifications, and other business and organizational needs. Non- sales roles may be eligible to participate in a discretionary annual incentive plan. Sales roles may be eligible to participate in a sales incentive plan.

Additionally, this position may be eligible for certain benefits, such as health insurance, life insurance, disability retirement plans, paid time off.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

Benefits, Rewards & Wellness

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

Zayo is an equal opportunity employer to all protected groups, including protected veterans and individuals with disabilities. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.