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NOC TECHNICIAN I, II, III or SR

NOC TECHNICIAN I, II, III or SR

ID 
2017-11906
Job Locations 
US-WI-Madison
Company 
TDS Telecom

More information about this job

Overview

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)

Responsibilities

Troubleshoots, analyses, resolves, and escalates customer/network troubles.  This specifically includes the following:

NOC I

  • Monitors alerts/trouble tickets to ensure that service levels are being met.
  • Manages alerts/trouble tickets during an outage including providing internal notifications and updating IVR prompts.
  • Responds to law enforcement requests, fraud complaints, and Internet abuse complaints while also maintaining confidentiality.
  • Remotely tests lines, trunks, and other facilities.
  • Makes device configuration changes for voice, data, and video troubles.
  • Provide troubleshooting support for Field Services technicians.
  • Handles Right Now Web requests from customers including No Dial Tone tickets and requests from the TDS customer website.
  • Provides customers with ticket status updates, and completes customer callbacks when the trouble has been resolved.

 NOC II

  • Provides ticket status updates (Commercial customers/Carriers), and completes customer callbacks when the trouble has been resolved.
  • Troubleshooting assistance with Advanced Technical Support.
  • Familiarity with all switching platforms.
  • 2 years VoIP troubleshooting or TDM switching experience.
  • Provide technical training to peers.

NOC III

  • Advanced Voice/Data resolution capabilities.
    • VoIP:  MIP certification & VoIP call quality analysis.
    • ATS/Deployment/SA mentorship program.
    • Participate on network upgrades.
  • Responsible for new product/equipment rollout testing, documentation and training of peers.

Senior NOC

  • Responsible for new product/equipment rollout testing, documentation and training of peers.
  • Team lead technical resource & Leadership responsibilities within Team.
  • SME on primary switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc).
  • CCNA certification.

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.**

 

 

Qualifications

Required Qualifications

 

NOC I

  • Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current/or/prior military service with honorable discharge.
  • 1+ years computer applications experience with a strong proficiency in MS Office applications.

 NOC II

  • Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current/or/prior military service with honorable discharge.
  • 3+ years computer applications experience with a strong proficiency in MS Office applications.
  • 2+ years VOIP troubleshooting experience and/or 2+ years TDM switch experience.

 NOC III

  • Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current/or/prior military service with honorable discharge.
  • 3+ years computer applications experience with a strong proficiency in MS Office applications.
  • 2+ years VOIP troubleshooting experience and/or 2+ years TDM switch experience.
  • 1+ year NOC experience troubleshooting VOIP and/or TDM switch programming.

 

Other Qualifications

  • 2+ years telecommunications OR 2+ years customer service experience in a trouble resolution environment is preferred.
  • Associates degree in telecommunications or related field.
  • 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.
  • Able to adapt quickly to change and prioritize work activities in response to changes.

 

 

Benefits:

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.