NOC Technician II

TDS Telecom•, Remote Location

2d•$23 - $34•Remote

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? As a NOC Technician II you may be assigned to support various functions within the Network Operations Support area. In this role, you will be responsible for shift operations within the Network Operations Center (NOC), which provides 24/7/365 network management services across voice, video, and data networks for TDS TELECOM and other organizations as needed. You will also interact with groups such as Customer Contact Centers, the Carrier Service Center, Network Implementation and Optimization, Advanced Technical Support, Field Services, and other departments across the organization. In this position, you will monitor, acknowledge, troubleshoot, document, and resolve network-related trouble tickets. You will also coordinate the dispatch of field personnel or escalate to Level 2 support resources when additional assistance is required. You will provide support by troubleshooting network alerts, collaborating with carriers, and working closely with Field Service Technicians to resolve issues. Additionally, you will deliver first-level support to Advanced Technical Support teams and Field Services in a professional, quality-focused manner that helps support team goals and enhances the customer experience. This position follows a fixed shift schedule. You will begin with an approximately 1-month training period, working Monday through Friday from 3:00 PM to 11:30 PM CT. After training, you will transition to your permanent schedule on the NMO 2nd shift, working 3:00 PM to 11:30 PM CT, Friday through Tuesday, with Wednesday and Thursday off. This position has the ability to work remotely in any of the 40+ States in which TDS Telecom operates.

Requirements

Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current military service, or prior military service with honorable discharge.
3+ years of computer applications experience with a strong proficiency in MS Office applications.
2+ years of VOIP troubleshooting experience and/or 2 years TDM switch experience.
Must follow the TDS attendance guidelines in order to meet TDS's business needs including but not limited to our obligations to our customers and to our customers' needs.

Nice To Haves

2+ years of telecommunications or customer service experience in a trouble resolution environment is preferred.
DS Repair experience or NOC experience is a plus.
A+, Net+, or CCNA certifications are a plus.
Ability to work mandatory overtime during peak periods of the year.
Thorough understanding of the Residential/Business order process.
Willingness to work and make decisions in a rapidly changing and uncertain environment.
Training in Data, Voice, or Video Network Technologies is a plus.
Good technical and analytical skills are necessary.
Strong verbal and written communications skills.
Good client and vendor relations skills and interpersonal skills.
A professional attitude and courteous manner towards clients, partners and staff.
Ability to adapt quickly to change and prioritize work activities in response to changes, challenges or demands.

Responsibilities

Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following: Manages ticket/trouble progression to resolution for Field Services, Advanced Technical Support and Carriers. Troubleshooting assistance with Advanced Technical Support Familiarity with all switching platforms. 2 years Voice/Data troubleshooting or TDM switching experience. Provide technical training to peers.
Assists and supports Customer Contact Centers, Field Services, Marketing and Sales departments in duties such as resolving network troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals.
Participates in quality improvement activities.
Trains to keep abreast of current and future network equipment and company processes.
Acts as first level escalation for trouble resolution. Performs escalations to TDS management and partner companies for trouble tickets that have missed service level targets.
Other projects as directed by immediate supervisor.
Keeps current with changes in the telephone industry and on going initiatives in other functional units.