The NOC Technician II is responsible for shift operations of the Network Management Operationsr (NMO). This center provides network management services across the voice, video, and data network of TDS Telecom and other organizations as required. Other users of the NMO include the Trouble Resolution, Advanced Technical Support and Field Services and to a lesser extent all TDS Telecom departments. The Network Management Operations Center may also provide services to other TDS Inc. business units such as USCC, and may provide services tailored to meet the specific needs of TDS customers.

The NOC Technician I recognizes, acknowledges, fixes, documents, and clears trouble ticket conditions. Dispatches appropriate field personnel to assist in trouble resolution when required. Tests lines, trunks, and other facilities remotely when required. Works with local personnel to assist them in trouble resolution, etc.

The NOC Technician I provides support through troubleshooting network and customer issues, analyzes customer records, works with line vendors and dispatching and works closely with Field Service Technicians to resolve customer and network 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.

**The shift for the role Thursday through Monday, 7:00am-3:30pm PST.

The position is open to remote work.

TDS Telecom, headquartered in Madison, Wis., employs 2,900 people and is a subsidiary of Telephone and Data Systems, Inc. [NYSE: TDS], a Fortune 1000 company. Founded in 1969, TDS Inc. employs 9,100 people and has approximately six million connections nationwide through its businesses U.S. Cellular, TDS Telecom, OneNeck IT Solutions LLC, and TDS Broadband Service. TDS Inc. has been named to several Forbes lists, including America's Best Employers for Diversity, Best Large Employers, and Best Employers for Women. Visit tdsinc.com.

Monitors network status, alarm clearing, alarm documentation, answers calls, troubleshoots network troubles, and documents work accomplished.
• Assists with network upgrades and software patching.
• Trains to keep abreast of current and future equipment
• Documents and communicates ongoing events, and transfers responsibility from shift to shift.
• Participates in quality improvement activities
• Provides technical training to personnel.
• Participates in department projects.
• Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following:
  • Provides ticket status updates.
  • Monitors trouble tickets to ensure that service levels are being met.
  • Responds to Emergency CALEA requests, while also maintaining confidentiality.
  • Remotely tests trunks, and other facilities.
  • Makes device configuration changes for voice, data, and video troubles.

Required Qualficiations

• Technical degree or equivalent work experience.
• 1+ years computer applications experience.

Other Qualifications

• Maintenance experience on any of the major switching platforms used in the TDS TELECOM network(Lucent, Siemens and Nortel equipment) is preferred
• Training in Data Network Technologies is a plus.
• Helpdesk or customer care experience is a plus.
• Strong technical and analytical skills are necessary.
• Requires some technical knowledge of data communications including switch architectures, protocols, hardware and software.
• Good 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.

Physical Demands and Work Environment. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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.

At TDS, we embrace Equal Employment Opportunity by valuing our differences and consider all qualified applicants without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other status protected by law. To learn about our diversity & inclusion philosophy and culture, click here!