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 evening shift 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.