NOC Engineer I

Job description

Company Description At Zayo Europe, we’re driven by a bold vision to power the world through connectivity. We’ve built and operated the critical fibre networks that keep businesses, communities, and economies connected. In 2024, we embarked on an exciting new chapter as a standalone company — a milestone that empowers us to innovate, grow, and lead with greater agility. As we continue to evolve, our mission remains clear: to deliver fast, reliable, and scalable infrastructure that fuels the digital world. The NOC 1 Engineer is responsible for the first-line operational support of Zayo's Dark Fibre and optical network infrastructure. Operating within a 24x7 Network Operations Centre (NOC), the role focuses on fault management, service restoration, new service turn-up, customer communications, and network administration activities. The successful candidate will have a strong understanding of fibre-optic networks, Data Centre operations, optical testing methodologies, and service assurance processes. They will work closely with customers, field engineers, suppliers, and internal teams to ensure service quality, network availability, and customer satisfaction. Principal Accountabilities Fault Management & Service Restoration Respond to incoming telephone, email, and ticket-based requests from customers, internal support teams, and third-party providers. Raise, own, and manage trouble tickets through to resolution. Perform initial fault triage and investigation of Dark Fibre and optical network incidents. Interpret OTDR traces and optical test results to assist with fault localisation. Monitor service alarms and network events using operational monitoring tools. Coordinate restoration activities with field engineers, Data Centre teams, and third-party suppliers. Provide timely and accurate updates to customers and internal stakeholders throughout the fault lifecycle. Escalate service-impacting incidents in accordance with operational procedures and SLA requirements. Perform service turn-up activities and end-to-end circuit validation of Dark Fibre services. Perform acceptance of services into the NOC. Verify optical light levels and loss budgets meet design specifications. Review fibre test documentation, OTDR traces, and acceptance results. Coordinate customer activation schedules with internal and external stakeholders. Complete service acceptance and handover activities. Fibre & Optical Network Operations Support operational activities across Dark Fibre and optical transport networks. Monitor and investigate optical performance issues and light-level degradation. Maintain an understanding of: Dark Fibre infrastructure Fibre splicing principles Fibre cable types and construction Optical loss and attenuation OTDR testing and analysis DWDM systems and optical transport technology Assist with root cause analysis and fault trend reporting. Data Centre Operations Arrange and coordinate access to Zayo and third-party sites. Support Data Centre cross-connect and patching activities. Liaise with remote hands and local engineering teams during fault investigations. Administration & Operational Support Maintain accurate ticketing records to aide customer communications. Produce operational reports and customer communications. Support change management and maintenance activities. Maintain and update operational procedure as required. Support the company's ISO 9001, ISO 27001, and ISO 45001 compliance objectives. Provide general support to the wider Operations and Service Assurance teams as required. Key Skills & Experience 1-3 years' experience within Telecommunications, NOC, Service Assurance, or Field Engineering Operations. Understanding of fibre-optic network infrastructure and Dark Fibre services. Knowledge of optical testing methodologies, including OTDR testing and light-level analysis. Familiarity with fibre cable types, fibre routing, and splicing concepts. Understanding of Data Centre operations and connectivity. Basic knowledge of DWDM and optical transport technologies. Strong analytical and problem-solving skills. Ability to communicate effectively with customers, suppliers, and internal stakeholders. Excellent written and verbal communication skills. Strong organisational and administrative abilities. Experience using Microsoft 365 and Salesforce/ServiceNow ticket management systems. Customer-focused and proactive approach to service assurance. Desirable Hands-on fibre splicing experience. Experience working with OTDR and optical power test equipment. Familiarity with wholesale carrier or ISP environments. ITIL Foundation certification. Exposure to network monitoring and alarm management platforms. UK Rewards Competitive compensation including annual incentive plan Hybrid working Excellent benefits including health, disability and life insurance Pension with higher employer contributions up to 8% Retail and fitness membership discounts Generous paid time off policy including enhanced paid parental leave, 25 days paid time off, one floating day and two volunteer days off per annum Employee assistance programs including mental health, wellbeing and medical support Zayo Europe provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, ethnic or national origin, disability status, genetics, military service status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, redundancy, transfer, leaves of absence, compensation and training.