Supervisor, NOC (Network Operations Center)

A Smarter Career Choice Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress.

IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience.

As part of our rapidly growing team, your contributions will directly impact our success.

Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward.

In return, you’ll find a place where your voice matters.

You’ll find a team that works hard and has fun.

And, if you’re like us, you’ll know you made a Smarter career choice.

Description IQ Fiber delivers 100% fiber-optic Internet to the premises (FTTP) with transparent pricing, attentive support, and a customer-first mindset.

As NOC Supervisor, you'll lead 24×7 operations—managing incidents, coaching technicians, and improving processes that keep customers connected.

You'll champion observability through telemetry and clear dashboards while implementing automation to reduce manual work and enhance reliability.

This hands-on leadership role includes clear ownership of critical systems and close collaboration with Network Engineering, Outside Plant (OSP) Engineering, Field Operations, and Customer Support teams.

You'll recommend coverage plans, while the NOC Manager approves PTO, hiring decisions, and performance reviews.

• This is a Remote position, unless the candidate is local to Jacksonville, FL
• Key Qualifications 3–5 years in Network Operations (ISP / telecom or enterprise) with 24×7 support experience 1+ year leading a shift, escalations, or people (team lead or supervisor) Ability to work early-morning and late-night shifts; willingness to participate in on-call rotation Demonstrated P1 / P2 incident leadership (Incident Commander) with track record of improving response times (MTTA / MTTR) Strong L2 / L3 troubleshooting skills including TCP / IP, DHCP / DORA, VLANs, routing fundamentals, NAT / VPN, SNMP, syslog, and Linux basics Experience with monitoring and ticketing systems—specifically Checkmk (monitoring); Calix CMS / SMx and Nokia Altiplano (access network); Rootly (incident); gaiia (or Jira / ServiceNow) (ticketing); and Microsoft Teams, Slack, and Notion (collaboration & documentation) Clear, concise communication skills :
• ability to translate complex technical issues into plain language and deliver timely, executive-ready incident updates Process discipline : ability to create / maintain SOPs / runbooks, track KPIs, and complete RCAs with effective corrective actions Scheduling expertise : capable of building / maintaining coverage plans and on-call rotations; effectively manages shift handoffs Ownership mindset : matches decisions to expertise, identifies responsible individuals (DRIs), and drives issues to resolution Leadership qualities including integrity, humility, and patience; takes prompt responsibility for mistakes, communicates openly, recognizes team contributions, and provides clear, respectful feedback during incidents Responsibilities Manage team account operations, including onboarding and offboarding processes.
• Resolve technical issues through internal and vendor ticketing systems while collaborating with Customer Support to ensure timely resolutions.
• Develop expertise to configure and manage broadband services effectively.
• Troubleshoot, diagnose, test, configure, and upgrade XGS-PON hardware components across lab systems, operational systems, data centers, public Wi-Fi, and customer networking equipment.
• Configure and manage mass firmware updates for on-premises equipment and Optical Line Terminals (OLTs).
• Work with Network Engineers on data backups, disaster recovery operations, upgrades, and core network equipment maintenance to ensure network availability.
• Partner with the Outside Plant team to activate fiber cabinets, resolve fiber optics issues, escalate concerns when needed, and address customer issues in collaboration with the NOC and Customer Support teams.
• Maintain an internal project tracking board for non-customer issues and tasks.
• Liaise with vendors to implement network solutions and upgrades with clear, timely communication.
• Conduct acceptance testing and provide detailed feedback.
• Perform other duties as assigned.
• Education & Experience Associate degree in a technical discipline or high school diploma with 1-2 years of experience in a technical support role (preferred).
• Proven experience and a strong drive to learn all aspects of supporting a fiber internet network as a support technician.
• Technical certifications are advantageous but not mandatory.
• Proficiency in networking protocols and internet functionality, encompassing the OSI model, DNS, HTTP / HTTPS, DHCP (DORA), and the TCP / IP stack.
• Tenacious problem-solving skills, strong attention to detail, and results-oriented mindset.
• Knowledge of telecommunications products and services.
• Strong oral and written communication skills, with the ability to communicate clearly and effectively.
• Proven ability to manage multiple projects and tasks efficiently.
• Proficiency in using computers and applications.
• Demonstrated ability to work independently and in a self-disciplined environment.
• Commitment to continuous learning and updating technical knowledge.

Preferred Qualifications Experience with GPON / XGS-PON and Calix access / CPE systems Skills in monitoring automation with focus on alert enrichment and deduplication Industry certifications such as CCNA, Network+, or JNCIA Dual-stack networking knowledge :