NOC Incident Management Team Lead bei Metronet (and Vexus)

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Join the Future of Connectivity with Metronet and Vexus!

Are you ready to launch your career with one of the nation’s fastest-growing fiber-optic powerhouses? Welcome to Metronet and Vexus, where we don’t just build networks; we build communities.

Recently, Metronet acquired Vexus, and effective January 1, 2025, all Metronet and Vexus associates will be combined into one organization: Metronet. The Vexus brand will remain during the transition.

Job Summary: 

The NOC Incident Management Team (IMT) Lead will perform 24 x7 continuous Network monitoring of the Metronet Access Network. They will also serve as the escalation point for the Metronet residential and business support teams. The Technician will rely on instructions and pre-established guidelines to perform the functions of the job. Primary job functions typically require working independently, but technical assistance from higher-level technicians, engineers, supervisors or Manager as needed. The candidate must have positive attitude and be a great teammate.

What you will be doing: 

• Work with NOC technicians during their shifts, distributing tickets and tasks based on their roles and skills, and ensuring tasks are completed.
• Proactively monitor network performance and customer reports using monitoring tools, email, chats and phone calls to identify and resolve network issues before they impact users. 
• Provide technical support to internal and external customers and team members, troubleshooting network connectivity issues and providing timely resolutions. 
• Effectively escalates critical network incidents to appropriate stakeholders, coordinating response efforts and ensuring timely resolution. 
• Develop and maintain comprehensive shift documentation, including incident reports, troubleshooting steps, and network status updates.
• Training new and current employees on tasks.
• Direct involvement with engineering groups and vendors to track and implement restoration efforts.
• Take ownership or each incident and perform escalations where required.
• Perform other duties assigned.

What You Need For This Position: 

• Perform all tasks of NOC Technicians as deemed necessary.
• Excellent interpersonal skills.
• Strong problem-solving skills.
• Exceptional organization and time management abilities.
• Conflict resolution skills.
• Strong customer service skills.
• Ability to work as part of a team and collaborate effectively.
• Good written and verbal communications skills.
• Possess the ability to take on new and demanding challenges.
• Demonstrate the ability to assume new levels of responsibility.
• Professional attitude.
• Education: 2- or 4-year technical degree and/or equivalent training. Associate degree or bachelor’s degree preferred but not required.
• Experience: 2-5 years of experience pertaining to the telecommunications/IT industry.
• Vendor certifications preferred but not required. CCNA/ JNCIA/MEF/ALU Certifications a plus.

Join us and find out what it means to love your career!

At Metronet, we are the nation’s largest independently owned 100% Fiber Optic company founded in the Midwest. We are customer-focused and provide cutting-edge fiber optic communication services, including fiber internet and full-featured Fiber Phone. We have been growing communities since 2005 and have built networks in more than 250 cities across 16 states.

We are proudly recognized as a Top Diversity Employer by Diversity Jobs in 2022. We believe in our people by growing their talent, offering career paths, advancement opportunities and skill development.

Metronet is an equal-opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran

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