Network Operating Center Tech 1

Tailwind Voice & DataMinnetonka, MN
Onsite

About The Position

TailWind is seeking a Network Operations Center Technician 1 for our fast-growing company. The NOC Tech 1 will support connectivity issues and assist onsite resources with technical troubleshooting & escalations. This is an entry level position that requires some technical skills.

Requirements

  • Demonstrate an understanding of effective troubleshooting skills and the ability to use them.
  • Excellent communication and customer service skills.
  • Ability to apply knowledge and improve skills based on telecom and IT functions.
  • Must be available for variable day time shift work and for occasional on-call shifts.
  • Self-starter with proven ability to work independently and with a team.
  • Ability to develop and maintain relationships with customers, technicians, and other team members.
  • Professionalism, strong work ethic, confidentiality, and commitment to integrity.

Nice To Haves

  • Basic network knowledge is a plus.

Responsibilities

  • Triage and begin troubleshooting incoming tickets via email, telephone, and internal systems.
  • Monitor various ques for new submissions.
  • Proactively open tickets based on node performance.
  • Receive, triage, and assist escalations from onsite resources.
  • Engage third party resources to ensure speedy and accurate, troubleshooting and resolution.
  • Follow documented procedures to record issue resolution.
  • Ensure timely follow up and resolution on trouble tickets.
  • Meet goals for Service Level Agreements, Call Length, Call Quality, Documentation, etc.
  • Route calls to the appropriate technical team members.
  • Provide support to change management events.
  • Other duties as assigned.

Benefits

  • HealthiestYou!
  • 401K match
  • Accrued PTO
  • Birthday PTO
  • Company sponsored life insurance
  • Medical
  • Dental
  • Vision
  • FSA Dependent Care
  • HSA
  • supplemental benefits
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