Key Responsibilities Manage fiber trouble tickets end-to-end, from intake through resolution, ensuring accurate documentation and timely updates Diagnose and troubleshoot dark fiber (Layer 1) issues remotely, including mis-patched connections and physical layer discrepancies Interpret fiber maps, cross-connect diagrams, and panel layouts to identify and resolve connectivity issues Develop and execute structured troubleshooting plans in coordination with internal teams, customers, and third-party vendors Analyze circuit design, routing, and service agreements to validate configurations and identify discrepancies Lead high-priority incident calls, applying root cause analysis and critical thinking to drive rapid resolution Coordinate dispatch of Inside Plant (ISP) and Outside Plant (OSP) technicians with clear, actionable instructions Review and interpret fiber test results (e.g., OTDR traces) using tools such as Exfo Fastreporter and Anritsu NetWorks Create and maintain detailed design schematics and scopes of work for fiber restoration and redesign efforts Communicate effectively with technical and non-technical stakeholders to provide updates, manage expectations, and rebuild customer confidence Qualifications Required: Bachelor’s degree in an network engineering discipline or equivalent work experience Minimum 4 (four) years of telecom experience Experience with Salesforce, M6/Metasolv, GE Smallworld and myWorld database applications as well as ability to develop skills within internal design tools such as zDAF Network Automation; experience with third party inventory portals (e.g. Senior Service Assurance Engineer – Dark Fiber Remediation plays a critical role in ensuring high-priority customers receive effective support when utilizing dark fiber services.