About the role
Pilot is a modern connectivity company based in New York City. We deliver fiber-optic internet and network services to businesses with no contracts, backed by a 100% uptime guarantee and 24/7 proactive support. We're a passionate, close-knit team that believes businesses have more important things to worry about than their internet connection. Our top priority is enabling extraordinary work across all industries with connectivity solutions that are adaptive, agile, and designed with the customer in mind. ON A TYPICAL DAY YOU’LL Implement network builds from design through production, collaborating with Network Engineers to deliver on time and to spec. Build and expand Pilot's network footprint, from on-netting new buildings and standing up new network segments to supporting ground-up datacenter builds and infrastructure upgrades. Ensure implementation quality through peer review and validation before customer handoff, adhering to all external SLAs, internal SLOs, and Pilot network standards throughout. Create and maintain provisioning documentation, templates, and automation tools for all standard services. Provision all standard connectivity services including dedicated internet access, IP transit, point-to-point Ethernet, and DWDM circuits. Troubleshoot network connectivity issues, including fiber and access-layer equipment. Develop subject matter expertise on provisioned network components to improve troubleshooting capabilities and reduce resolution time. Serve as an escalation point for the Network Support team, handling complex issues that exceed Network Support documentation and processes. Escalate to Network Engineers based on project ownership or subject matter expert areas, providing thorough context to minimize time-to-resolution. Communicate proactively with customers throughout service delivery and issue resolution, providing clear updates and collaborating with Network Support Engineers, Network Engineers, and cross-functional teams to ensure seamless handoffs and timely project milestones. Participate in a shared on-call rotation with the team to ensure 24/7 escalation coverage and support availability. WHAT WE’RE LOOKING FOR 3+ years of hands-on experience in network support, NOC, or junior network engineering with provisioning responsibilities. At least 1 year of experience configuring and implementing network equipment (Juniper, Cisco, Arista) beyond a support capacity, including initial device deployment and production turnup. Solid practical experience with: IP routing fundamentals (BGP/OSPF/ISIS concepts, route verification, basic troubleshooting). Layer 2 technologies including VLANs, spanning tree, and familiarity with transport methods like VPWS, VPLS, or EVPN. SNMP-based monitoring systems such as Zabbix, Nagios, LibreNMS, or similar. Experience documenting network cabling and infrastructure using DCIM tools (Nautobot, Netbox, or similar), with familiarity of structured cabling and physical network infrastructure. Demonstrated ability to work independently with minimal supervision while knowing when to escalate. Strong written and verbal communication skills. Excellent attention to detail and ability to follow complex procedures accurately. Comfortable with travel via mass transit to NYC metro area data centers and customer sites. Ability to lift equipment up to 50 lbs. Data center or field engineering experience is a plus. Previous experience at an ISP, hosting provider, or data center provider strongly preferred. Exposure to or strong interest in scripting and automation (Bash, Python, Ansible). Understanding of PON technologies (GPON, XGSPON) is a plus. PILOT’S PAY & PERKS Base salary of $110,000 - $140,000 Company-sponsored Medical, Dental, Vision Coverage Company-sponsored 401(k) Commuter & Wellness Reimbursement Competitive PTO At Pilot, we believe differences make us stronger, and that our diversity is something to celebrate. Pilot hires without regard to race, color, religion or belief, national, social or ethnic origin, sex (and pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Pilot Fiber, Inc. is not open to third-party solicitation or resumes for our posted positions. Any resume submitted to a Pilot Fiber, Inc. employee by a recruiting firm that does not have a valid, written search agreement with us will be considered a referral, regardless of whether it is submitted for a posted position or for general consideration, and no matter how it is submitted (via email, the Internet, or other means). No fee will be paid in the event a candidate is hired by Pilot Fiber, Inc. as a result of the referral or through other means. VISA SPONSORSHIP NOT AVAILABLE