• NOC TECHNICIAN I/II/III/SR NOC TECH - 2nd SHIFT

    Job Locations US-OR-Bend
    ID
    2018-12818
    Company
    TDS Telecom
  • Overview

    Are you up looking for the challenge and excitement of meaningful work with a growing and expanding organization? Then talk to us at TDS. Our services empower customers to communicate more effectively every day.

     

    TDS Telecom, headquartered in Madison, Wis., employs more than 2,800 people and is a wholly owned subsidiary of Telephone and Data Systems, Inc. In 2018, TDS was recognized in Forbes list of America's Best Employers for Diversity. The TDS family of companies, which includes TDS Telecom, is listed at 190 out of 250 top employers in the U.S.

     

    The NOC Technician I/II/III/Sr NOC Tech position may be used for various functions within the Network Operations Support (NOC) area and is responsible for shift operations of the 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. 

     

    Provides support through troubleshooting alerts in the TDS network, works with carriers and works closely with Field Service Technicians to resolve troubles and provides 1st level support for  Advanced Technical Support teams and Field Services in a quality-oriented, professional manner that would aid and facilitate the teams in exceeding customer expectations.

     

    Position Shift: four (4) 10-hour days, Wednesday - Saturday working 1 p.m. - 11:30 p.m. pacific time (PT)  

     

    **Please note:  We can hire this position as a NOC Technician I, NOC Technician II, NOC Technician III or Sr NOC Technician. Requirements for each position are listed in the qualifications section. We will assess applicants based on skills set and years of relevant experiences.**

    Responsibilities

    • 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.
    • **Mandatory overtime is required during peak periods of the year**
    • Troubleshoots, analyses, resolves, and escalates network troubles.  This specifically includes the following:
      • Monitors alerts/trouble tickets to ensure that service levels are being met.
      • Manages alerts/trouble tickets during an outage including providing internal notifications
      • Responds to law enforcement requests (CALEA) while also maintaining confidentiality.
      • Troubleshoots voice, data, and video troubles.
      • Provide troubleshooting support for Field Services technicians.

    Responsibilities of a NOC II Tech:

    •  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.

     Responsibilities of a NOC III Tech:

    •  Advanced Voice/Data resolution capabilities
    • Able to effectively troubleshoot most voice and data troubles in the TDS network
    • ATS/Deployment/ mentorship program
    • Participate on network upgrades
    • Responsible for documentation and training of peers

    Responsibilities of a Sr NOC Tech:

     

    • Team lead technical resource & Leadership responsibilities within Team.
    • SME on primary switching platforms (Nortel, EWSD, DCO, Lucent, Metaswitch, Broadsoft, etc)
    • CCNA Certification

    Qualifications

    Required Qualifications

    NOC I Tech

    • 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 Tech

    • 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 Tech

    • 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

    SR NOC Tech

    • Associates degree (or higher) -OR- 2+ years of professional work experience -OR- current 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
    • 2+ years of 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
    • 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, challenges or demands.

    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.

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