TDS Telecommunications Corp. (TDS®), a wholly owned subsidiary of Telephone and Data Systems, Inc., is the seventh largest local exchange telephone company in the U.S and a growing force in the cable industry. TDS provides 1.2 million connections to high-speed Internet, phone, and TV entertainment services in more than 150 rural, suburban, and metropolitan communities. For residential customers, TDS deploys 1Gig Internet access, IPTV service, cable TV options, and traditional wireline services. The company offers businesses advanced solutions, including: VoIP (managedIP Hosted voice), high-speed Internet fiber optics, data networking, and hosted-managed services.
The NOC Technician is responsible for shift operations of the Network Operations Center (NOC). This center provides network management services across the voice, video, and data network of TDS TELECOM and other organizations as required 7/24/365. Other users of the NOC include the Customer Contact Centers, Carrier Service Center, Network Implementation and Optimization, Advanced Technical Support, Field Services, and to a lesser extent all TDS Telecom departments.
The NOC recognizes, acknowledges, fixes, documents, and clears trouble ticket conditions. Dispatches appropriate field personnel or level 2 support resources to assist in trouble resolution when required. Tests lines, trunks, and other facilities remotely.
Provides support through troubleshooting customer issues, analyzes customer records, works with line vendors (ATT & Qwest) and dispatching and works closely with Field Service Technicians to resolve customer troubles and provides 1st level support for Customer Contact Centers and Field Services in a quality-oriented, professional manner that would aid and facilitate the teams in exceeding customer expectations.
Shift (2nd shift): 3:00pm - 11:30am Central, Tuesday - Saturday (subject to change)
Troubleshoots, analyses, resolves, and escalates customer/network troubles. This specifically includes the following:
Assists and supports Customer Contact Centers, Field Services, Marketing and Sales departments in duties such as resolving customer 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.
Takes overflow customer repair calls to support the Repair Contact Center.
**Mandatory overtime is required during peak periods of the year.**
As a part of your total compensation, TDS provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you and your family may have. For an overview of what we have to offer for full-time employees including vacation, health benefits and retirement options please click here.